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 current products, technologies, processes, lines of business, and contact center partner programs successfully.

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 solid 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, clas

📌 Senior Support Services Implementation (Toronto)
🏢 Priceline
📍 Toronto