Senior Support Services Implementation and Readiness Manager

Senior Support Services Implementation & Readiness Manager
 

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. Through our partner contact centers and online support services, we ensure customers are supported before, during, and after booking a deal with Priceline.
 

Why This Job Is a Big Deal
 

The Manager, Support Services Implementation & Readiness leads the training implementation and organizational-readiness activities required to launch new products, technologies, processes, lines of business, and contact center partner programs successfully.
 

This role owns 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.
 

Flight is the role’s dominant area of expertise because of the complexity and operational risk associated with airline servicing and training. The Manager must also possess strong travel-agent knowledge across Hotel and Rental Car operations to support integrated Customer Care initiatives and identify cross-product dependencies.
 

The role applies to the portfolio, Jira, communications, and change-enablement standards established by the Senior Program Manager, Learning Operations & Change Enablement. It partners with Quality and Training Operations to establish proficiency measures, assess implementation outcomes, and transition stabilized programs into ongoing ownership.
 

In This Role, You Will Get To

• Put the customer at the center of everything you do.

• Demonstrate the Priceline values of Customer, Innovation, Team, Accountability, and Trust.

• Model “Get the Right Results, the Right Way” through sound judgment, transparency, integrity, and ethical decision-making.
   

Implementation Planning and Organizational Readiness

• Lead assigned Customer Care implementations from planning through readiness, launch, stabilization, transition, and closure.

• Translate approved business, product, operational, and technology requirements into integrated implementation and training plans.

• Define scope, milestones, deliverables, functional owners, dependencies, risks, decisions, and success measures.

• Own implementation-specific organizational-readiness criteria and assessments.

• Evaluate readiness across people, processes, training, knowledge, Quality, technology, communications, staffing, leadership support, and partner-site capability.

• Ensure readiness gaps have clear owners, actions, target dates, mitigation plans, and escalation paths.

• Prepare readiness summaries and go-live recommendations for Support Services and operational leadership.

• Develop launch, support, escalation, contingency, and stabilization plans.

• Maintain implementation records and reporting in accordance with established portfolio and Jira-governance standards.
   

Train-the-Trainer and Trainer Certification

• Own the train-the-trainer strategy and execution for implementations across Flight, Hotel, and Rental Car.

• Determine trainer prerequisites, preparation requirements, certification standards, and implementation-specific expectations.

• Facilitate or oversee train-the-trainer sessions for internal and external contact center trainers.

• Validate trainer subject-matter knowledge, system proficiency, facilitation capability, scenario application, and operational readiness.

• Develop and maintain trainer assessments, observation practices, certification criteria, and supporting documentation.

• Establish remediation and recertification requirements when trainers do not meet readiness standards.

• Monitor trainer performance during initial delivery and provide targeted coaching, feedback, and reinforcement.

• Document trainer-readiness results, certification decisions, identified risks, and required actions.

• Ensure train-the-trainer practices support consistent delivery across sites, regions, and contact center partners.
   

Flight and Travel Expertise

• Apply deep Flight knowledge to planning, curriculum validation, train-the-trainer, readiness assessment, and launch support.

• Ensure Flight training addresses airline policies, fare rules, ticketing, exchanges, refunds, cancellations, schedule changes, irregular operations, and escalation procedures.

• Evaluate whether trainers and learners can accurately apply complex Flight requirements to realistic customer scenarios.

• Identify customer, financial, compliance, and operational risks associated with Flight knowledge, system, workflow, or readiness gaps.

• Apply strong travel-agent knowledge across Hotel and Rental Car products, policies, workflows, servicing models, and customer scenarios.

• Identify differences and dependencies among Flight, Hotel, and Rental Car that may affect curriculum, delivery, technology, Quality, or partner readiness.

• Maintain current knowledge of travel operations, systems, product changes, and emerging capability requirements.
   

Training and Functional Readiness

• Partner with Instructional Design to ensure curricula, facilitator guides, learner materials, assessments, simulations, and job aids are ready for implementation.

• Provide Flight, Hotel, Rental Car, and operational feedback regarding curriculum accuracy, usability, sequencing, and implementation risk.

• Partner with Knowledge Management to ensure required procedures, policies, knowledge articles, and performance-support materials are approved and accessible.

• Partner with Training Operations on trainer assignments, delivery capacity, learner schedules, classroom execution, nesting, and long-term ownership.

• Partner with Quality on scorecard readiness, calibration, proficiency measures, early-tenure monitoring, and post-launch performance.

• Partner with Product and Technology on requirements, system access, training environments, testing, defects, deployment timing, and operational support.

• Partner with Learning Operations and Change Enablement on system assignments, Jira requirements, communications, stakeholder impacts, and adoption support.

• Coordinate site-specific implementation plans while maintaining alignment with Priceline standards.
   

Partner-Site Readiness

• Serve as a primary implementation and training contact for external contact center partners.

• Assess site readiness across trainer capability, learner prerequisites, classroom infrastructure, technology access, staffing, leadership support, and nesting.

• Communicate requirements, milestones, risks, decisions, and readiness expectations clearly and consistently.

• Facilitate partner feedback and ensure relevant operational considerations are incorporated into implementation plans.

• Escalate readiness concerns that could affect training effectiveness, customer experience, compliance, or launch success.

• Promote consistent training and certification practices while accounting for legitimate market, language, and operational differences.
   

Launch, Stabilization, and Transition

• Coordinate training-related launch, command-center, and hypercare activities when required.

• Monitor trainer, learner, operational, Quality, technology, and customer indicators during launch and stabilization.

• Track training completion, knowledge attainment, certification, graduation, proficiency, early-tenure Quality, productivity, and speed to competency.

• Identify whether implementation gaps result from curriculum, trainer capability, facilitation, systems, knowledge, operational support, or learner proficiency.

• Coordinate issue resolution and maintain visibility into severity, ownership, timing, and customer or business impact.

• Determine when implementation and training stabilization criteria have been achieved.

• Formally transition ongoing training ownership to the Senior Manager, Quality & Capability Development and Training Operations.

• Ensure the receiving teams have the curriculum, documentation, trainer records, performance findings, outstanding actions, reporting, and support processes needed for ongoing execution.
   

Implementation Measurement and Improvement

• Define implementation success measures with Quality, Training Operations, Operations, and other functional leaders.

• Evaluate readiness, launch execution, trainer certification, learner proficiency, and stabilization outcomes.

• Develop implementation dashboards, readiness summaries, risk reports, and leadership recommendations.

• Conduct post-implementation reviews and document results, lessons learned, unresolved actions, and improvement opportunities.

• Provide sustained performance findings to Quality and Training Operations for continued analysis and intervention.

• Provide governance and process lessons to Learning Operations and Change Enablement for incorporation into future standards, workflows, and communications.

• Improve train-the-trainer, certification, readiness, launch, and transition practices based on implementation outcomes.
   

People and Stakeholder Leadership

• Lead, coach, and develop assigned team members, trainers, implementation resources, and workstream leads.

• Establish clear expectations and accountability for readiness and implementation deliverables.

• Build productive relationships with internal leaders, external partners, trainers, subject-matter experts, and operational stakeholders.

• Influence decisions across functional and organizational boundaries.

• Communicate complex travel and implementation information clearly to operational, technical, partner, and executive audiences.

• Create an environment of transparency, shared accountability, constructive challenge, and disciplined execution.
   

Who You Are

• 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 lue 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.
  
  The salary range for this position is CAD $100k to $120k

  #LI-Hybrid

Who We Are

WE ARE PRICELINE.

Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, motivated by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding - we make travel affordable and accessible to our customers. 

Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.  

We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.

Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable. 

If you want to be part of something truly special, check us out! 

Flexible work at Priceline

Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office.

Perks & Benefits at Priceline

Our benefits are designed to support your health, wellbeing, and life inside and outside of work. Eligible Priceliners have access to:

Health & wellness coverage including medical, dental, vision, and mental health resources

Generous time off including PTO, holidays, a company-wide Priceline Pause reset week, and paid volunteer days

Work/life support including the ability to work up to 4 weeks per year from anywhere, parental leave, dependent care and family support resources, Summer Fridays, and office perks like stocked kitchens and catered meals (varies by location)

Financial security programs such as retirement plans with company contributions, life and disability coverage, and tax-advantaged accounts

Signature travel perks including employee-only discounts on hotels and flights, VIP deals, and Big Deal Bucks credits

Additional perks & discounts like travel and partner discounts, tuition support, legal support, and pet benefits

A people-first culture with Employee Resource Groups (ERGs), social events, recognition programs, and service awards that help you connect, grow, and celebrate together

Specific benefits and programs vary by location.

Inclusion is a Big Deal!

To be the best travel dealmakers in the world, we believe our team should reflect the broad range of customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work.

Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love for you to join us and help shape what makes our team extraordinary.

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