Two days in-office. We pride ourselves on Customer Care at Priceline; Through our partner contact centers and online support services, we ensure customers are supported before, during, and after booking a deal with Priceline. 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. Put the customer at the center of everything you do. Demonstrate the Priceline values of Customer, Innovation, Team, Accountability, and Trust. 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. 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. 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. Develop and maintain trainer assessments, observation practices, certification criteria, and supporting documentation. 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, 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 co

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