2. Partner inbound experience. That team leads how we serve Partners across Partner facing departments, including services differentiation, continuous improvement on inbound performance & management specifically for the LPS channel.

3. Global Operations, This team directly supports operational support for our top Partners, across the globe, e.g. bulk tooling & activities, as well as centrally led operational activities such as partner contracting, tooling support etc.

This is a unique opportunity to steer a massive organizational shift. You aren't just managing a team; you are rebuilding the engine that powers our global partner relationships for the next decade.

Key Responsibilities

1. Strategic Transformation & Account Management Development

• Set and lead the Operational Excellence strategy across Process & Systems, Reporting and Performance.
• Direct the 3+ year transformation program focused on the LPS operating model, specifically overseeing the transition from legacy internal tools to Salesforce.
• Develop a multi-year roadmap and annual objectives that maximize the performance and impact of the 1,500+ global colleagues using these systems.
• Partner with Product and Tech teams to embed LPS processes into CRM workflows (Salesforce).
• Own, develop and operationalize KPI frameworks and incentive schemes that align LPS teams with business priorities.
• Ensure Commercial Learning frameworks are in place that enable Partner Facing teams in their day to day, this function is also supportive to Central ABU commercial teams.
• Ensure robust reporting is in place for all layers of leadership, providing a 360° view of productivity, partner satisfaction, and performance.

2. Global Enablement & Change Leadership

• Lead the Enablement team responsible for Change Management, Communications, and Knowledge Management to ensure high adoption of new "Ways of Working” for our Partner facing teams, whilst enabling Management & central ABU teams with methodologies to deliver against these changes.
• Proactively drive a strategic approach to change, ensuring the global & regional organization understands the "why" and "how" behind large-scale tooling and process shifts.

3. Partner Inbound Experience & Performance

• Lead the strategy for how we serve Partners across all partner-facing departments: CS, Finance & LPS. Define service differentiation models.
• Drive continuous improvement on inbound performance (SLAs, resolution quality) specifically for the LPS channel.
• Ensure inbound demand is routed to the right channel with high-quality service and fast resolution time.

4. Centralized Global Operations

• Manage the team providing direct operational support for top Partners, including bulk tooling, partner contracting, and centralized technical support.
• Define annual FTE and capability needs to ensure global business objectives are met, working closely with Finance and People teams.
• Identify and automate repetitive operational tasks to allow regional teams to focus on relationship management and portfolio growth.

6. Cross-Functional & Regional Leadership

• Serve as the primary bridge between Regional Directors and Global functions, ensuring feedback loops from the field reach the central strategy.
• Partner with the Director Commercial Regulatory Compliance and the Senior Director of Revenue Management to ensure all processes, incentives, and bonus frameworks remain compliant with local regulations.
• Work with various Business Units, such as CS and Finance to remove operational friction and drive sustainable improvements & drive experience excellence.
• Lastly, as a member of the Commercial Growth & Operations Leadership Team, support the seamless delivery of that organisation’s overall objectives; and contribute to the longer-term commercial growth strategy definition and execution.

Requirements of special knowledge/skills

• Experience: 12+ years in Commercial Operations, Sales Ops, or Operational Excellence within large, complex organizations.
• Leadership: Proven track record of managing large, geographically diverse teams (70+ FTE).
• Transformation Expert: Demonstrated experience leading large-scale CRM migrations (Salesforce) and multi-year organizational change programs.
• Operational Excellence: Deep expertise in Business Process Management (BPM), Knowledge Management, and Performance/Reward frameworks.
• Strategic Influence: Ability to manage complex stakeholder landscapes and influence executive-level decision-making.
• Analytical Rigor: Ability to interpret complex data to make strategic recommendations and drive "first-time-right" resolution strategies.
• Industry: Exposure to online travel, technology, or e-commerce is highly preferred.

Leadership & Impact

• Team Leadership: Directly manage and mentor 4 (Senior) Managers, providing career development and strategic direction for a total organization of 70+ & indirectly the LPS teams.
• Stakeholder Management: Act as a key advisor to executive leadership on the health and efficiency of our partner-facing operations, including the enablement of regional leadership & key stakeholders such as CS & Finance leadership.
• Transformation Lead: Serve as the primary architect for the 3+ year LPS transformation roadmap.