Senior Support Services Implementation & Readiness Manager

R5798

New York, Toronto

Customer Care

We pride ourselves on Customer Care at Priceline; our team delivers the best. Through our partner contact centers and online support services, we ensure customers are supported before, during, and after booking a deal with Priceline.

The Manager, Support Services Implementation & Readiness leads the training implementation and organizational-readiness activities required to launch new products, technologies, processes, lines of business, and contact center partner programs successfully.

This role owns train-the-trainer strategy and execution, trainer certification, implementation-specific readiness standards, partner-site preparation, training deployment, nesting support, launch coordination, stabilization, and transition to ongoing Training Operations.

Flight is the role’s dominant area of expertise because of the complexity and operational risk associated with airline servicing and training. The Manager must also possess strong travel-agent knowledge across Hotel and Rental Car operations to support integrated Customer Care initiatives and identify cross-product dependencies.

The role applies to the portfolio, Jira, communications, and change-enablement standards established by the Senior Program Manager, Learning Operations & Change Enablement. It partners with Quality and Training Operations to establish proficiency measures, assess implementation outcomes, and transition stabilized programs into ongoing ownership.

Put the customer at the center of everything you do.

Demonstrate the Priceline values of Customer, Innovation, Team, Accountability, and Trust.

Model “Get the Right Results, the Right Way” through sound judgment, transparency, integrity, and ethical decision-making.

Lead assigned Customer Care implementations from planning through readiness, launch, stabilization, transition, and closure.

Translate approved business, product, operational, and technology requirements into integrated implementation and training plans.

Define scope, milestones, deliverables, functional owners, dependencies, risks, decisions, and success measures.

Own implementation-specific organizational-readiness criteria and assessments.

Evaluate readiness across people, processes, training, knowledge, Quality, technology, communications, staffing, leadership support, and partner-site capability.

Ensure readiness gaps have clear owners, actions, target dates, mitigation plans, and escalation paths.

Prepare readiness summaries and go-live recommendations for Support Services and operational leadership.

Develop launch, support, escalation, contingency, and stabilization plans.

Maintain implementation records and reporting in accordance with established portfolio and Jira-governance standards.

Own the train-the-trainer strategy and execution for implementations across Flight, Hotel, and Rental Car.

Determine trainer prerequisites, preparation requirements, certification standards, and implementation-specific expectations.

Facilitate or oversee train-the-trainer sessions for internal and external contact center trainers.

Validate trainer subject-matter knowledge, system proficiency, facilitation capability, scenario application, and operational readiness.

Develop and maintain trainer assessments, observation practices, certification criteria, and supporting documentation.

Establish remediation and recertification requirements when trainers do not meet readiness standards.

Monitor trainer performance during initial delivery and provide targeted coaching, feedback, and reinforcement.

Document trainer-readiness results, certification decisions, identified risks, and required actions.

Ensure train-the-trainer practices support consistent delivery across sites, regions, and contact center partners.