Senior Manager, Business Enablement

Basic Qualifications

• 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 adoption.
• Experience with contact centre economics and outsourced business-process outsourcing vendors.
• Experience delivering automation, self-service, or AI-enabled solutions in a service operation.
• Ability to use data to size problems, prioritize investments, and build business cases.
• Experience with crisis management, operational disruption response, or scalable real-time playbooks.
• Ability to influence without authority in a global, matrixed organization.
• Proficient communication skills, with the ability to turn complex issues into clear decisions and actions.
• Commitment to improving traveler and partner experiences while balancing efficiency, quality, risk, and cost.
• Preferred
• Lean Six Sigma certification.
• Experience in travel distribution, B2B operations, compensation and financial loss, fraud prevention, or partner servicing.
• The total cash range for this position in Virtual is $120,500.00 to $169,000.00. Employees in this role have the potential to increase their pay up to $193,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.
• Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.
• Benefits and perks
• Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life.
• Accommodation requests
• Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Preferred Qualifications

• Preferred