{"id":3116589,"url":"https://alion.io/job/priceline-com-senior-support-services-implementation-readiness-manager","title":"Senior Support Services Implementation & Readiness Manager","company":{"id":7955,"name":"Priceline.com","domain":"priceline.com","url":"https://alion.io/company/priceline-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-23T05:54:15Z"}},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada","New York, United States"],"countries":["CA","US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":101000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":173},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"Smartsheet","optional":false}],"status":"live","first_seen_at":"2026-08-25T00:00:00Z","employer_posted_date":"2026-08-25","last_verified_at":"2026-10-23T03:27:00Z","board_verified":true,"closed_at":null,"days_open":59,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":59},"description":"Senior Support Services Implementation & Readiness Manager\nThis role is eligible for our hybrid work model: Two days in-office.\nWe 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.\nWhy This Job Is a Big Deal\nThe 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.\nThis 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.\nFlight 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.\nThe 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.\nIn This Role, You Will Get To\nPut the customer at the center of everything you do.\n\nDemonstrate the Priceline values of Customer, Innovation, Team, Accountability, and Trust.\n\nModel “Get the Right Results, the Right Way” through sound judgment, transparency, integrity, and ethical decision-making.\n\nImplementation Planning and Organizational Readiness\nLead assigned Customer Care implementations from planning through readiness, launch, stabilization, transition, and closure.\n\nTranslate approved business, product, operational, and technology requirements into integrated implementation and training plans.\n\nDefine scope, milestones, deliverables, functional owners, dependencies, risks, decisions, and success measures.\n\nOwn implementation-specific organizational-readiness criteria and assessments.\n\nEvaluate readiness across people, processes, training, knowledge, Quality, technology, communications, staffing, leadership support, and partner-site capability.\n\nEnsure readiness gaps have clear owners, actions, target dates, mitigation plans, and escalation paths.\n\nPrepare readiness summaries and go-live recommendations for Support Services and operational leadership.\n\nDevelop launch, support, escalation, contingency, and stabilization plans.\n\nMaintain implementation records and reporting in accordance with established portfolio and Jira-governance standards.\n\nTrain-the-Trainer and Trainer Certification\nOwn the train-the-trainer strategy and execution for implementations across Flight, Hotel, and Rental Car.\n\nDetermine trainer prerequisites, preparation requirements, certification standards, and implementation-specific expectations.\n\nFacilitate or oversee train-the-trainer sessions for internal and external contact center trainers.\n\nValidate trainer subject-matter knowledge, system proficiency, facilitation capability, scenario application, and operational readiness.\n\nDevelop and maintain trainer assessments, observation practices, certification criteria, and supporting documentation.\n\nEstablish remediation and recertification requirements when trainers do not meet readiness standards.\n\nMonitor trainer performance during initial delivery and provide targeted coaching, feedback, and reinforcement.\n\nDocument trainer-readiness results, certification decisions, identified risks, and required actions.\n\nEnsure train-the-trainer practices support consistent delivery across sites, regions, and contact center partners.\n\nFlight and Travel Expertise\nApply deep Flight knowledge to planning, curriculum validation, train-the-trainer, readiness assessment, and launch support.\n\nEnsure Flight training addresses airline policies, fare rules, ticketing, exchanges, refunds, cancellations, schedule changes, irregular operations, and escalation procedures.\n\nEvaluate whether trainers and learners can accurately apply complex Flight requirements to realistic customer scenarios.\n\nIdentify customer, financial, compliance, and operational risks associated with Flight knowledge, system, workflow, or readiness gaps.\n\nApply strong travel-agent knowledge across Hotel and Rental Car products, policies, workflows, servicing models, and customer scenarios.\n\nIdentify differences and dependencies among Flight, Hotel, and Rental Car that may affect curriculum, delivery, technology, Quality, or partner readiness.\n\nMaintain current knowledge of travel operations, systems, product changes, and emerging capability requirements.\n\nTraining and Functional Readiness\nPartner with Instructional Design to ensure curricula, facilitator guides, learner materials, assessments, simulations, and job aids are ready for implementation.\n\nProvide Flight, Hotel, Rental Car, and operational feedback regarding curriculum accuracy, usability, sequencing, and implementation risk.\n\nPartner with Knowledge Management to ensure required procedures, policies, knowledge articles, and performance-support materials are approved and accessible.\n\nPartner with Training Operations on trainer assignments, delivery capacity, learner schedules, classroom execution, nesting, and long-term ownership.\n\nPartner with Quality on scorecard readiness, calibration, proficiency measures, early-tenure monitoring, and post-launch performance.\n\nPartner with Product and Technology on requirements, system access, training environments, testing, defects, deployment timing, and operational support.\n\nPartner with Learning Operations and Change Enablement on system assignments, Jira requirements, communications, stakeholder impacts, and adoption support.\n\nCoordinate site-specific implementation plans while maintaining alignment with Priceline standards.\n\nPartner-Site Readiness\nServe as a primary implementation and training contact for external contact center partners.\n\nAssess site readiness across trainer capability, learner prerequisites, classroom infrastructure, technology access, staffing, leadership support, and nesting.\n\nCommunicate requirements, milestones, risks, decisions, and readiness expectations clearly and consistently.\n\nFacilitate partner feedback and ensure relevant operational considerations are incorporated into implementation plans.\n\nEscalate readiness concerns that could affect training effectiveness, customer experience, compliance, or launch success.\n\nPromote consistent training and certification practices while accounting for legitimate market, language, and operational differences.\n\nLaunch, Stabilization, and Transition\nCoordinate training-related launch, command-center, and hypercare activities when required.\n\nMonitor trainer, learner, operational, Quality, technology, and customer indicators during launch and stabilization.\n\nTrack training completion, knowledge attainment, certification, graduation, proficiency, early-tenure Quality, productivity, and speed to competency.\n\nIdentify whether implementation gaps result from curriculum, trainer capability, facilitation, systems, knowledge, operational support, or learner proficiency.\n\nCoordinate issue resolution and maintain visibility into severity, ownership, timing, and customer or business impact.\n\nDetermine when implementation and training stabilization criteria have been achieved.\n\nFormally transition ongoing training ownership to the Senior Manager, Quality & Capability Development and Training Operations.\n\nEnsure the receiving teams have the curriculum, documentation, trainer records, performance findings, outstanding actions, reporting, and support processes needed for ongoing execution.\n\nImplementation Measurement and Improvement\nDefine implementation success measures with Quality, Training Operations, Operations, and other functional leaders.\n\nEvaluate readiness, launch execution, trainer certification, learner proficiency, and stabilization outcomes.\n\nDevelop implementation dashboards, readiness summaries, risk reports, and leadership recommendations.\n\nConduct post-implementation reviews and document results, lessons learned, unresolved actions, and improvement opportunities.\n\nProvide sustained performance findings to Quality and Training Operations for continued analysis and intervention.\n\nProvide governance and process lessons to Learning Operations and Change Enablement for incorporation into future standards, workflows, and communications.\n\nImprove train-the-trainer, certification, readiness, launch, and transition practices based on implementation outcomes.\n\nPeople and Stakeholder Leadership\nLead, coach, and develop assigned team members, trainers, implementation resources, and workstream leads.\n\nEstablish clear expectations and accountability for readiness and implementation deliverables.\n\nBuild productive relationships with internal leaders, external partners, trainers, subject-matter experts, and operational stakeholders.\n\nInfluence decisions across functional and organizational boundaries.\n\nCommunicate complex travel and implementation information clearly to operational, technical, partner, and executive audiences.\n\nCreate an environment of transparency, shared accountability, constructive challenge, and disciplined execution.\n\nWho You Are\nBachelor’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.\n\nSeven or more years of progressively responsible experience in travel contact center operations, training, learning implementation, operational readiness, or a related discipline.\n\nFive or more years of experience leading training implementations, train-the-trainer programs, trainer certification, or large-scale learning deployments.\n\nThree or more years of leadership experience, including direct people leadership or formal responsibility for trainers, implementation teams, or complex workstreams.\n\nDeep demonstrated knowledge of Flight servicing and training, including airline policies, fare rules, ticketing, exchanges, refunds, cancellations, schedule changes, irregular operations, and escalation practices.\n\nDemonstrated travel-agent knowledge across Hotel and Rental Car products, servicing models, policies, workflows, and customer scenarios.\n\nDemonstrated experience evaluating trainer readiness and establishing certification, remediation, and recertification requirements.\n\nExperience translating complex business requirements into training, knowledge, Quality, technology, operational, and readiness plans.\n\nExperience supporting multi-site, outsourced, BPO, or global contact center operations.\n\nExperience managing implementations through planning, curriculum readiness, train-the-trainer, delivery, nesting, launch, stabilization, and transition.\n\nExperience using learning and operational data to evaluate readiness, proficiency, and implementation performance.\n\nExperience with airline reservation systems, Global Distribution Systems, Flight servicing platforms, or comparable travel technology is strongly preferred.\n\nProficiency with Jira, Confluence, Smartsheet, Google Workspace, learning-management systems, and virtual-training platforms. The salary range for this position is CAD $100k to $120k\n\nWho We Are\nWE ARE PRICELINE.\nOur 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...","description_format":"text","description_chars":15532,"description_truncated":true,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Hybrid work","Parental leave","Retirement plans"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel & Tourism","Hotels & Resorts"],"lifecycle":[{"event":"open","at":"2026-10-22T22:15:28Z"}],"visa":[],"liveness":{"score":31,"band":"fade","label":"Fading","p_open":1,"p_active":0.699,"p_room":0.45,"age_days":59,"expected_fill_days":36,"reasons":["conf:2","win:tail"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/priceline-com-senior-support-services-implementation-readiness-manager","json_url":"https://alion.io/job/priceline-com-senior-support-services-implementation-readiness-manager.json","meta":{"generated_at":"2026-10-23T15:36:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23418,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7955},"rest":"https://alion.io/mcp/rest/get_company?id=7955"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpriceline-com-senior-support-services-implementation-readiness-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpriceline-com-senior-support-services-implementation-readiness-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpriceline-com-senior-support-services-implementation-readiness-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/priceline-com-senior-support-services-implementation-readiness-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpriceline-com-senior-support-services-implementation-readiness-manager"}]}