Senior Support Services Implementation & 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-