Senior Manager, Business Enablement

Accountabilities: Lead the B2B continuous improvement portfolio, identifying root causes of avoidable customer contacts, repeat interactions, agent workload, compensation leakage, and operational losses. Map customer journeys and existing workflows, design improved future-state processes, and lead implementation and adoption in collaboration with frontline teams, vendors, partners, Product, and Technology. Optimize relocation processes, escalations, waivers, policy exceptions, and differentiated servicing models across partner types, communication channels, and business lines. Develop and implement the B2B strategy for AI-enabled servicing, automation, and proactive customer support, ensuring AI agents operate safely, accurately, and in accordance with established policies. Build business cases, define operational requirements, and drive adoption of automation, self-service capabilities, agent tools, and productivity-enhancing solutions. Lead crisis and disruption preparedness by developing real-time response playbooks, integrating flexible policies, and coordinating proactive communications with partners and travelers. Govern supplier-to-traveler and supplier-to-agent communication frameworks, supporting the adoption of communication tools and platforms such as Conversations API and Property Message Centre. Oversee compensation, goodwill gestures, EAC, write-offs, agent errors, financial losses, and fraud-prevention processes in collaboration with relevant operational teams. Ensure new supply categories and business verticals, including car rentals and attractions, are operationally ready at launch through appropriate governance, documentation, training, and post-launch support. Chair biweekly governance forums to review and coordinate operational changes involving routing, policies, processes, vendor structures, and agent organization. Establish consistent standards for initiative intake, prioritization, process documentation, portfolio tracking, and performance measurement to ensure initiatives deliver measurable outcomes. Represent B2B operational requirements in global forums and collaborate with enterprise stakeholders to ensure shared solutions meet the needs of the business. Lead teams and influence cross-functional stakeholders in a global, matrixed environment, balancing operational efficiency, customer experience, service quality, risk, and cost. Requirements At least 6 years of professional experience in operations, continuous improvement, customer experience, or a related field, including at least 2 years of team leadership experience. Demonstrated success in process redesign and operational improvement, with measurable results in areas such as contact volume, resolution rates, cycle times, handling times, operating costs, or customer satisfaction. Practical knowledge of Lean, Six Sigma, process mapping, root-cause analysis, continuous improvement methodologies, and change management. Experience with contact center economics and outsourced business process outsourcing (BPO) vendors. Proven experience delivering automation, self-service solutions, or AI-enabled capabilities within a customer service or operational environment. Strong analytical and data interpretation skills, with the ability to quantify business problems, prioritize investments, develop business cases, and measure outcomes. Experience in crisis management, operational disruption response, or the development of scalable real-time operational playbooks. Strong stakeholder management and influencing skills, with the ability to drive decisions and adoption without direct authority in a global, matrixed organization. Excellent communication skills, including the ability to translate complex operational challenges into clear recommendations, decisions, and actionable plans. Demonstrated leadership, strategic thinking, and project management skills, with the ability to manage multiple priorities and deliver results across cross-functional teams. A customer-focused mindset and commitment to improving traveler and partner experiences while maintaining operational efficiency, quality, compliance, and cost control. Lean Six Sigma certification is preferred. Experience in travel distribution, B2B operations, compensation management, financial loss prevention, fraud prevention, or partner servicing is an advantage. Benefits Competitive annual compensation: Total cash compensation ranging from CAD $120,500 to CAD $169,000 for the advertised virtual role, with the potential to progress up to CAD $193,000 based on sustained, demonstrated performance. Personalized compensation: Starting pay depends on factors such as location, budget, qualifications, skills, and relevant professional experience. Healthcare coverage: Medical, dental, and vision benefits to support employees' health and well-being. Paid time off: Access to paid leave to support work-life balance and personal needs. Employee Assistance Program (EAP): Resources and support for personal, professional, and family well-being. Wellness support: Wellness-related benefits and reimbursement opportunities, subject to applicable program terms. Travel benefits: Access to travel discounts and travel-related perks. Industry membership: International Airlines Travel Agent Network (IATAN) membership, subject to eligibility and applicable terms. Flexible work environment: Virtual work arrangements for eligible employees based in Ontario, Canada. Professional development: Opportunities to lead strategic transformation initiatives and develop expertise in AI-enabled operations, automation, customer experience, and global business process improvement. Collaborative global culture: Work with international teams, external partners, and cross-functional stakeholders to deliver scalable solutions and meaningful business impact. Inclusive workplace: Commitment to accessibility, equal opportunity, and a respectful environment that supports diverse perspectives and professional growth.