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Senior Manager, Service Delivery

Canada - Ontario - Mississauga


Egencia is Expedia Group’s business travel company. In the same spirit, we are pioneers in the industry. Always solutions oriented, we value human contact. Egencia's teams collaborate globally to provide business travelers with the best possible user experience every single day.

As the Canada based Senior Manager, Service Delivery overseeing multiple North America based teams, you will be an integral part of our frontline NA leadership team, delivering world-class service to all our clients.

What you’ll do

  • You will lead and deliver world class KPI results and assist SPMs and Account Management in service delivery escalations
  • You will develop a high performing team of operations managers, team-leaders and consultants
  • You will partner with Business Leaders & Finance on headcount planning and forecasting
  • You will perform root-cause analysis around issues, and develop recovery plans where required
  • You will identify best processes, and ensure consistent utilization across all teams
  • “Leave no stone unturned” in scaling the business, reducing cost of sales, and improving quality of delivery
  • You will maximize revenue opportunities with frontline staff
  • You will partner with critical teams and stakeholders to get results
  • Client facing interactions – customer concerns & new business opportunities
  • You will own all aspects of strategic client relationships delivery

Who you are

A hands-on, self-motivated leader who thrives on improvement opportunities, and takes risks in driving strategy and roll out new practices. Team oriented to the core – with the ability to galvanize teams to work together and drive extraordinary results. Someone who identifies vision – and carries their teams through to creation.

  • You have 7 years leadership experience in call center operations
  • You have a Bachelor’s degree
  • KP delivery and service level management
  • Coaching, development, mentoring
  • Recruitment 
  •  Workforce management; forecasting, scheduling
  • Productivity & quality 
  • HR & Performance management
  • Motivation & recognition 
  • Training
  • Error reduction capability (six-sigma beneficial)
  • Resource management/cross functional team support
  • Telephony & skilling across multiple centers
  • Excellent written/verbal communication and presentation capability
  • Tech-savvy with ability to communicate technical product features effectively and enthusiastically
  • Solid project management skills
  • Knowledge of travel industry preferred
  • Strong interpersonal, relationship building and team building skills

Why join us

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®,®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions,™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

Expedia Group is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.


Expedia is committed to creating an inclusive work environment with a diverse workforce.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.


Job Category
Customer Service Group

Job Function
Contact Center Management

Canada - Ontario - Mississauga

Job Type
Full-Time Regular

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