Director, Enablement & Growth - TPSP B2B Operations

Responsibilities

• Operational Continuous Improvement & Enablement
• Own the end-to-end discipline of protecting traveler experience and driving out systemic friction as B2B expands across non-lodging supply and new verticals
• Lead compensation & financial loss management, including goodwill processes & matrix governance, the EAC (Expedia Affiliate Collect) & write off process, and agent error frameworks
• Serve as the B2B representative for Global TPSP processes & optimization, ensuring alignment and scalability across frontline servicing teams
• Use data and insights to inform and prioritize process optimization across Frontline operations, Relocations, Escalations teams
• Lead Crisis Management strategy - developing real-time playbooks, driving Flex Policy automation, and liaising with Sales Support teams to deliver market-leading disruption response with proactive partner and traveler communication
• Govern supplier-to-traveler & supplier-to-agent communications frameworks, including the adoption of Conversations API and Property Message Centre
• Partner with TPSP Fraud teams to monitor fraudulent activity, design agent processes, and develop detection capabilities to protect partners, travelers, and the business
• Drive customer journey mapping to identify and close servicing gaps
• Build and scale Proactive Servicing Engines & AI Servicing Use-Cases that reduce reactive contact volume
• Champion agent tool enhancements that meaningfully boost agent productivity and quality
• Deliver differentiated servicing models - tailored service experiences that feel right for each partner, channel, and traveler without sacrificing efficiency (including direct partner access to relocation support, accelerated resolution times on escalations, and white-glove escalation pathways)
• Insights, Analytics & Reporting
• Lead the Analytics, Data & Insights function, including Conclas, operational dashboards, and Compensation & Financial Loss reporting
• Define and own B2B Servicing Metrics - including First Contact Resolution (FCR), Repeat Rate, and Cycle Time - ensuring consistent methodology and accountability across the organization
• Drive Voice of Customer programs including NPS, DUET, and Survey Mechanisms to ensure the partner and traveler perspective informs every decision
• Own Self-Service Reporting across Virtual Agents, Post-Booking APIs, and external agent tool usage to track adoption, deflection, and experience quality
• Build and maintain Operational Dashboards covering agent efficiency Metrics, contact propensity, and quality metrics
• Design and execute Test & Learn programs that generate actionable insight and continuously raise the bar
• Deliver partner-level business insights that inform product roadmaps, self-service enhancements, supply/quality friction point identification, and Root Cause A

Benefits

Additional Information

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us. Expedia Group's B2B business is rapidly expanding its penetration across non-lodging verticals and integrating new supply at scale. Traveler & Partner Service Platform (TPSP) is redefining customer service for the travel industry, and needs strategic leaders who can translate complexity into clarity, protect traveler experience, and drive meaningful growth for our B2B partners. As the Director of Enablement & Growth , you are responsible for building and leading the capability that sits at the heart of B2B servicing excellence. You will own three interconnected pillars: Continuous Improvement & Enablement, Analytics & Reporting, and New Business & Implementation. You will protect Cost of Sales efficiency, reduce friction across the traveler and agent journey, and play a critical role in winning and onboarding new B2B partners. This is a leadership role with global scope. You will manage a team of Operational Improvement Managers, a Business Insights & Data Scientist, and New Business/Implementation Managers. You present and communicate directly with B2B partners and contact centre vendors, and will serve as a key conduit between TPSP and critical Expedia Group teams to support faster decision-making, scalable servicing, and differentiated partner experiences. You will report to the Senior Director of TPSP B2B Operations.

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