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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.
What you'll do:
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 Analysis (RCA)
New Business & Implementation
- Lead the New Business & Implementation function, supporting B2B's growth agenda from pipeline to live operation
- Own the RFP & Pitch Deck process — creating and maintaining a library and repository for RFP responses that enables faster, higher-quality submissions
- Manage the New Business Pipeline in close partnership with B2B Strategy, RFP Managers, and the Commercial/Sales Organization
- Own the end-to-end implementation and onboarding experience for new B2B partners — simplifying processes, reducing time-to-live, and ensuring partners are set up for success
- Lead partner training design and delivery, ensuring partners understand and can fully leverage TPSP servicing capabilities
- Partner with the B2B Business Development and Commercial teams to directly support winning new business
Who you are:
- You are an experienced senior operations and strategy leader with a track record of building and scaling high-performing teams in complex, global environments
- You bring 7+ years of operational leadership experience in B2B, travel, or customer experience-adjacent industries, with demonstrated ownership of multi-disciplinary functions
- You have deep expertise in contact center economics — you understand Cost of Sales, contact propensity, and what it takes to drive meaningful efficiency without degrading experience
- You are analytically driven — you are comfortable in a data-heavy environment and can translate complex data into clear executive-level narratives, prioritized actions, and business cases
- You have experience leading or working closely with data science, business intelligence, or analytics functions; you know how to operationalize insight
- You bring hands-on experience with crisis management, IROPs, or real-time operational response — and have built playbooks that actually work at scale
- You have experience supporting or leading RFP processes and new business implementation, and understand what it takes to win and onboard B2B partners effectively
- You are a natural collaborator and influencer — you build credibility quickly with both internal stakeholders and external partners, and are comfortable operating as a senior partner-facing leader
- You possess outstanding communication and executive presentation skills — you can distill complexity for a C-suite audience while staying close enough to the detail to drive results
- You are skilled at mapping cross-functional and detailed complex processes and translating them into scalable operational models
- You demonstrate proven leadership in managing and developing global teams, with the ability to motivate and drive results through others
- You thrive in ambiguity and bring a bias toward action — you set direction, align stakeholders, and execute with urgency
- You are passionate about traveler and partner experience, and hold both in mind equally when making decisions
Accommodation requests
If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.
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