Senior Support Services Implementation & Readiness Manager
About the role
This role is eligible for our hybrid work model: Two days in-office. We pride ourselves on Customer Care at Priceline; our team delivers the best.
Responsibilities
Lead the training implementation and organizational-readiness activities required to launch new products, technologies, processes, lines of business, and contact center partner programs successfully.
Owes the train-the-trainer strategy and execution, trainer certification, implementation-specific readiness standards, partner-site preparation, training deployment, nesting support, launch coordination, stabilization, and transition to ongoing Training Operations.
Apply deep Flight knowledge to planning, curriculum validation, train-the-trainer, readiness assessment, and launch support.
Partner with Instructional Design, Knowledge Management, Training Operations, Quality, Product and Technology, Learning Operations and Change Enablement, and other functional leaders to define and implement curricula, assessments, simulations, and job aids.
Coordinate site-specific implementation plans while maintaining alignment with Priceline standards.
Coordinate training-related launch, command-center, and hypercare activities when required.
Evaluate readiness, launch execution, trainer certification, learner proficiency, and stabilization outcomes.
Provide sustained performance findings to Quality and Training Operations for continued analysis and intervention.
Improve train-the-trainer, certification, readiness, launch, and transition practices based on implementation outcomes.
Qualifications
Bachelor’s degree in business administration, learning and development, organizational development, operations management, project management, or a related field; equivalent relevant experience will be considered in lieu of education.
Seven or more years of progressively responsible experience in travel contact center operations, training, learning implementation, operational readiness, or a related discipline.
Five or more years of experience leading training implementations, train-the-trainer programs, trainer certification, or large-scale learning deployments.
Three or more years of leadership experience, including direct people leadership or formal responsibility for trainers, implementation teams, or complex workstreams.
Deep demonstrated knowledge of Flight servicing and training, including airline policies, fare rules, ticketing, exchanges, refunds, cancellations, schedule changes, irregular operations, and escalation practices.
Demonstrated travel-agent knowledge across Hotel and Rental Car products, servicing models, policies, workflows, and customer scenarios.
Demonstrated experience evaluating trainer readiness and establishing certification, remediation, and recertification requirements.
Experience translating complex business requirements into training, knowledge, Quality, technology, operational, and readiness plans.
Experience supporting multi-site, outsourced, BPO, or global contact center operations.
Experience managing implementations through planning, curriculum readiness, train-the-trainer, delivery, nesting, launch, stabilization, and transition.
Experience using learning and operational data to evaluate readiness, proficiency, and implementation performance.
Experience with airline reservation systems, Global Distribution Systems, Flight servicing platforms, or comparable travel technology is strongly preferred.
Proficiency with Jira, Confluence, Smartsheet, Google Workspace, learning-management systems, and virtual-training platforms.
Benefits
The salary range for this position is CAD $100k to $120k.