Director Commercial Operations

About the Accommodations Business Unit

’s Accommodations Business Unit (ABU) is responsible for the end‑to‑end performance of our accommodations vertical, driving growth by developing, building, and operating products and services for travelers and accommodation partners worldwide. ABU brings together Product, Tech & Data, Local Partner Services, and Commercial Growth & Operations (CoGO) to deliver a seamless experience across the full customer and partner journey, from search and booking to stay and post‑trip.

Within ABU, CoGO (Commercial Growth & Operations) is the central “commercial engine & cockpit” for the business, operating under the vision of “Run the business;
Deliver the growth.” CoGO defines and steers ABU’s commercial strategy across all partner and traveler segments, acting as the bridge between relevant stakeholder teams to ensure coherent, data‑driven growth plans and consistent execution across drivers & regions. Organized into specialized teams, CoGO combines strategic steering with operational execution to drive sustainable, segment‑specific growth at global scale.

Reporting into the VP Commercial Growth & Operations, the Director of Commercial Operations, you will lead a cross‑functional organization of 70+ FTEs dedicated to the success and operational excellence of the partner facing teams & partners globally.

You will oversee the end‑to‑end operations lifecycle — from internal operating models and CRM transformation to global inbound support and centralized operations.

Your mission is to modernize our operations ecosystem, inclusive of leading a multi‑year transition to Salesforce while ensuring our 1,500+ global colleagues working with partners daily have the tools, knowledge, and processes to drive world‑class partner relationships through AI acceleration. Within this role, you are responsible for 3 key domains;

We have 1500+ colleagues globally that manage the relationships with our top partners. The Development team manages the core Processes, CRM, ways of working, & learning; whilst the Enablement team is responsible for Change Mgt, Comms & Knowledge mgt. These teams currently manage a transformational program focused on LPS way of operating for the next 3+ years, inclusive of a move from internal to outsourced tooling such as Salesforce.

That team leads how we serve Partners across Partner facing departments, including services differentiation, continuous improvement on inbound performance & management specifically for the LPS channel.

This team directly supports operational support for our top Partners, across the globe, e.g. bulk tooling & activities, as well as centrally led operational activities such as partner contracting, tooling support etc.

This is a unique opportunity to steer a massive organizational shift. You aren't just managing a team; you are rebuilding the engine that powers our global partner relationships for the next decade.

• Set and lead the Operational Excellence strategy across Process & Systems, Reporting and Performance.
• Direct the 3+ year transformation program focused on the LPS operating model, specifically overseeing the transition from legacy internal tools to Salesforce.
  • Develop a multi‑year roadmap and annual objectives that maximize the performance and impact of the 1,500+ global colleagues using these systems.
• Partner with Product and Tech teams to embed LPS processes into CRM workflows (Salesforce).
• Own, develop and operationalize KPI frameworks and incentive schemes that align LPS teams with business priorities.
• Ensure Commercial Learning frameworks are in place that enable Partner Facing teams in their day to day, this function is also supportive to Central ABU commercial teams.
• Ensure robust reporting is in place for all layers of leadership, providing a 360° view of productivity, partner satisfaction, and performance.

• Lead the Enablement team responsible for Change Management,…