Senior Manager, Business Enablement

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the continuous improvement portfolio for B2B, addressing root causes of unnecessary contacts, repeated inquiries, agent workload, compensation discrepancies, and operational losses.

• Analyze customer journeys and operational processes, design future solutions, and spearhead implementation with frontline teams, vendors, partners, Product, and Technology.

• Enhance relocation, escalation, waivers, policy exceptions, and tailored service models across various partner types, channels, and business lines.

• Develop and refine the B2B AI, automation, and proactive servicing strategy, ensuring safe, precise, and compliant procedures for AI agents.

• Create business cases, outline requirements, and promote the adoption of automation, self-service options, agent tools, and productivity enhancements.

• Direct B2B crisis and disruption preparedness, including real-time playbooks, Flex Policy integration, and proactive communications with partners and travelers.

• Manage communication frameworks between suppliers and travelers, as well as suppliers and agents, ensuring the adoption of Conversations API and Property Message Centre.

• Supervise processes related to compensation, goodwill, EAC, write-offs, agent errors, financial losses, and fraud prevention.

• Ensure that new supplies and verticals, including car rentals and attractions, are ready for service through governance, documentation, training, and hypercare.

• Lead a bi-weekly governance forum that addresses routing, policies, processes, vendor footprint, and agent structure.

• Set standards for portfolio intake, prioritization, process documentation, initiative tracking, and measurable results.

• Represent B2B in global TPSP forums, ensuring that enterprise solutions meet B2B operational requirements.

• Report directly to the Director of Enablement & Growth, TPSP B2B Operations.

⛳️ Requirements

• Minimum of 6 years of experience in operations, continuous improvement, customer experience, or a similar field.

• At least 2 years of experience in a leadership role.

• Proven track record of successfully redesigning processes and enhancing metrics such as contact volume, resolution rate, cycle time, handle time, cost, or customer experience.

• Solid understanding of Lean, Six Sigma, process mapping, root-cause analysis, and change management.

• Familiarity with contact center economics and outsourced business process vendors.

• Experience in implementing automation, self-service, or AI-driven solutions within a service environment.

• Ability to leverage data for problem assessment, investment prioritization, and business case development.

• Experience in crisis management, operational disruption response, or scalable real-time playbooks.

• Capability to influence stakeholders without direct authority in a global, matrixed organization.

• Excellent communication skills, with the ability to distill complex issues into straightforward decisions and actions.

• Dedication to enhancing traveler and partner experiences while balancing efficiency, quality, risk, and costs.

• Lean Six Sigma certification is preferred.

• Background in travel distribution, B2B operations, compensation and financial loss, fraud prevention, or partner servicing is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid time off.

• Employee Assistance Program.

• Wellness reimbursement.

• Travel reimbursement.

• Discounts on travel.

• Membership in the International Airlines Travel Agent Network (IATAN).

• Support for accommodations or adjustments during the application or recruitment process.