At a Glance
- Tasks: Lead and innovate in B2B operations, enhancing customer experiences and driving growth.
- Company: Join Expedia Group, a leader in travel with a passion for exploration.
- Benefits: Enjoy travel perks, flexible work, generous time-off, and career development resources.
- Other info: Be part of a diverse team committed to creating an inclusive workplace.
- Why this job: Make a real impact in the travel industry while leading a dynamic team.
- Qualifications: 7+ years in operations, strong analytical skills, and experience in B2B environments.
The predicted salary is between 80000 - 100000 £ per year.
Why Join Us
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.
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
- 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 process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.
Equal Employment Opportunity
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: PowerToFly
Expedia Group is an exceptional employer, offering a vibrant work culture that prioritises employee well-being and growth. With a comprehensive benefits package, including generous time-off, flexible work arrangements, and exciting travel perks, employees are empowered to thrive both personally and professionally. The Director of Enablement & Growth role provides unique opportunities to lead strategic initiatives in a rapidly expanding B2B environment, fostering innovation and collaboration while making a meaningful impact on the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Enablement & Growth – TPSP B2B Operations
✨Get Involved in Local Travel Events
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We think you need these skills to ace Director, Enablement & Growth – TPSP B2B Operations
Some tips for your application 🫡
Show Your Passion for Travel:In the travel and tourism industry, your love for exploration and different cultures should shine through in your application. Make sure to share personal anecdotes or experiences that highlight your enthusiasm for travel—this can really set you apart when applying for the Director, Enablement & Growth – TPSP B2B Operations role at PowerToFly.
Highlight Your Customer Service Skills:Customer service is king in travel and tourism. When detailing your work experience, focus on situations where you provided outstanding service or resolved customer issues, as this demonstrates your ability to ensure client satisfaction. Include specific examples in your CV to show that you're ready to face the challenges of the Director, Enablement & Growth – TPSP B2B Operations position at PowerToFly.
Keep Your CV Travel-Themed:When it comes to CV conventions in the travel industry, think of including any relevant certifications or training you've completed, like first aid or tour guiding courses. If you've travelled widely yourself, don't hesitate to mention that—it's all about showing your background fits the globetrotting vibe of PowerToFly.
Craft a Compelling Cover Letter:Your cover letter should not only explain why you're a great fit but also reflect your personality! Use this space to express what excites you about the travel sector and how you can contribute to PowerToFly's adventures. Share any unique perspectives or ideas you have to enhance the travel experience, especially as a full-time Director, Enablement & Growth – TPSP B2B Operations.
How to prepare for a job interview at PowerToFly
✨Show Off Your Travel Knowledge
For a role in travel and tourism, it’s vital to demonstrate your knowledge of different destinations, cultures, and travel trends. Brush up on popular destinations and recent changes in travel restrictions. We suggest bringing some interesting travel stories or experiences to share—this can help you connect personally with the interviewer!
✨Prepare for Customer Scenarios
Expect to be hit with customer service scenarios during the interview. They might ask how you'd handle a challenging traveller or resolve a booking issue. Think of a few real-life examples from your experiences, even if they’re just from customer service roles. This will show that you're ready for the field and have the right mindset to tackle on-the-ground challenges!
✨Highlight Your Flexibility and Passion
In a full-time travel position, there are often irregular hours and spontaneous travel opportunities. Be sure to convey your flexibility and willingness to embrace the unpredictable nature of this industry. Let’s showcase that enthusiasm for travel and how it drives your decision-making!
✨Know the Tools of the Trade
Get familiar with travel booking systems and tools, such as Amadeus or Sabre. If you have experience using any specific software or even social media for travel promotions, bring that up! We want to show that you can hit the ground running and adapt quickly to their processes at PowerToFly.
