Senior Manager, Business Enablement

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Expedia B2B is the B2B arm of Expedia Group. We bring Expedia Group’s innovative technology and distribution solutions to partners across the world. These businesses include global financial institutions, corporate managed travel, offline travel agents, global travel suppliers, and many more.

Within TPSP B2B Operations, the Business Enablement team helps make servicing simpler, faster, and more efficient for travelers, partner agents, vendors, and Expedia Group. As Senior Manager, Business Enablement, you will lead a global portfolio focused on continuous improvement, process design, automation, AI-enabled servicing, operational readiness, and governance. You will report to the Director, Enablement & Growth, TPSP B2B Operations.

• Lead the B2B continuous improvement portfolio, identifying and removing root causes of avoidable contacts, repeat contacts, agent effort, compensation leakage, and operational loss.
• Map customer journeys and operating processes, design future-state solutions, and lead adoption with frontline teams, vendors, partners, Product, and Technology.
• Optimize relocation, escalation, waivers, policy exceptions, and differentiated servicing models across partner types, channels, and lines of business.
• Shape TPSP’s B2B AI, automation, and proactive-servicing strategy, including safe, accurate, and on-policy operating procedures for AI agents.
• Build business cases, define requirements, and drive adoption for automation, self-service, agent tooling, and productivity improvements.
• Lead B2B crisis and disruption readiness, including real-time playbooks, Flex Policy integration, and proactive partner and traveler communications.
• Govern supplier-to-traveler and supplier-to-agent communication frameworks, including Conversations API and Property Message Centre adoption.
• Oversee compensation, goodwill, EAC, write-off, agent-error, financial-loss, and fraud-prevention processes in partnership with relevant TPSP teams.
• Ensure new supply and verticals, including car rental and attractions, are servicing-ready from day one through launch governance, documentation, training, and hypercare.
• Chair a bi-weekly governance forum covering operational changes such as routing, policies, processes, vendor footprint, and agent structure.
• Establish standards for portfolio intake, prioritization, process documentation, initiative tracking, and measurable outcomes.
• Represent B2B in global TPSP forums and ensure enterprise solutions are designed with B2B operational needs in mind.

• 6+ years of experience in operations, continuous improvement, customer experience, or a related field, including 2+ years leading teams.
• Demonstrated success redesigning processes and improving metrics such as contact volume, resolution rate, cycle time, handle time, cost, or customer experience.
• Practical knowledge of Lean, Six Sigma, process mapping, root-cause analysis, and change…