At a Glance
- Tasks: Lead and innovate in B2B operations, enhancing partner experiences and driving growth.
- Company: Join a dynamic travel company committed to creating an open world.
- Benefits: Enjoy travel perks, generous time off, flexible work, and career development resources.
- Other info: Inclusive workplace focused on diversity and employee well-being.
- Why this job: Make a real impact in the travel industry while leading a talented team.
- Qualifications: 7+ years in operations with strong analytical and leadership skills.
The predicted salary is between 80000 - 100000 £ per year.
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.
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:
- 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.
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.
If you need assistance with any part of the application process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
Director, Enablement & Growth - TPSP B2B Operations employer: Job Search Place Limited
Join us at Expedia Group, where we foster a vibrant work culture that prioritises employee well-being and growth. With a comprehensive benefits package, including generous time off and exciting travel perks, we empower our team to thrive both personally and professionally. As a leader in the B2B space, you'll have the opportunity to drive meaningful change while collaborating with a diverse group of talented individuals in a dynamic global environment.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Enablement & Growth - TPSP B2B Operations
✨Dive Into Corporate Strategy Communities
Get yourself involved in online communities or forums focused on corporate strategy. Places like LinkedIn groups or specific Slack channels can hook you up with industry insights, trends, and many potential job leads. Don't hesitate to share your thoughts or ask questions; it’ll boost your visibility!
✨Attend Industry Conferences and Events
Keep an eye out for corporate strategy conferences or networking events in your area (or online!). These gatherings are gold mines for meeting hiring managers and making impactful connections. Plus, having a few good conversations can lead to job referrals at companies like Job Search Place Limited!
✨Showcase Your Strategy Skills
Create content that showcases your knowledge of corporate strategy—think reports, blogs, or even video discussions. Sharing these on platforms like LinkedIn or Medium can demonstrate your expertise and make you stand out to employers looking for fresh talent.
✨Apply Directly Through Our Website
Don’t forget to apply for the Director, Enablement & Growth - TPSP B2B Operations position at Job Search Place Limited via our website! This shows your genuine interest, and who knows, you might just land that interview in a matter of days. Keep your application focused on how you can add value to their strategy team.
We think you need these skills to ace Director, Enablement & Growth - TPSP B2B Operations
Some tips for your application 🫡
Show Us Your Strategic Thinking:When crafting your CV and cover letter, highlight your strategic analysis skills. Focus on past experiences where you've effectively assessed market trends or made impactful recommendations. Evidence-based achievements, like improving processes or contributing to significant projects, will help us see your potential for driving corporate strategy at Job Search Place Limited.
Tailor Your Narrative:Don’t just send us a generic application! Personalise your cover letter by connecting your experiences and aspirations to Job Search Place Limited’s mission and goals. We love seeing candidates who genuinely understand what we do; share how your vision aligns with ours and what you can bring to the table.
Highlight Relevant Academic Credentials:In your CV, make sure to showcase your academic background, especially if you have qualifications in business, economics, or analytics. We appreciate candidates who can back up their skills with relevant degrees or certifications, so don’t be shy about flaunting those achievements!
Utilise Professional Language:While we want you to be yourself, remember that corporate strategy roles demand a level of professionalism in communication. Use clear and concise language in your application materials, ensuring that your ideas come across as well-structured and sophisticated. It’s all about making a great impression right from the written application stage!
How to prepare for a job interview at Job Search Place Limited
✨Master the Numbers
Corporate strategy often involves data analysis and financial forecasting. Brush up on your quantitative skills, and be prepared to handle case studies or numerical problems during the interview. We might get questions about how to approach market trends or assess the performance of a hypothetical company — so practice these scenarios!
✨Know Your Frameworks
Familiarity with strategic frameworks like SWOT, PESTLE, or Porter’s Five Forces can set you apart. We should be ready to discuss how we’d apply these tools to real-world business situations — maybe even relating them to Job Search Place Limited. This shows we’re not just theory-happy but can articulate our practical application.
✨Engage in Strategic Conversations
In a full-time role like this, it’s crucial to show that we're engaged and informed about current trends in the industry. Keep up with major news and prepare to discuss how recent developments could impact strategic decisions at Job Search Place Limited. This will demonstrate our passion and proactive approach to the field.
✨Showcase Relevant Experience
Whether through internships or projects, we should highlight any experience that relates to corporate strategy. Have specific examples ready to talk about how we’ve contributed to strategic growth or improvements. It's about showcasing our unique journey and how it will bring value to Job Search Place Limited.
