Calv has spent nearly 25 years in the customer service industry, but his current role at Expedia Group feels like the most rewarding chapter yet. He plays a pivotal role in shaping seamless traveler and partner experiences, from driving vendor performance to navigating complex service delivery challenges, Calv thrives on solving problems that connect people across the world.

Learn more about Calv’s Expedia Group experience below.

Calv Choong | Service Delivery Manager, APAC | Selangor, Malaysia | Joined Expedia Group in 2019

Tell us about your team and role.

My team and I manage outsourced vendors that support traveler services and B2B partners across APAC, EMEA, and LATAM. My role focuses on driving vendor performance, service delivery, project management, and system migrations impacting customer and partner experiences. We often serve as our brand’s representation across multiple regions. We collaborate with stakeholders across Expedia Group, from product development to legal, driving initiatives that enhance market expansion and customer experience. 

Being part of the frontline for traveler and partner experiences, we lead responses to marketing changes, travel disruptions, and crisis events (e.g., severe weather), ensuring quick insights and risk mitigation to protect brand reputation. 

How does your team’s work make an impact on travel? 

My team is at the forefront of traveler experiences, serving as the first point of contact and gatekeeper for Expedia Group. We handle all types of inquiries, complaints, and issues related to our platform, whether positive or challenging, ensuring a seamless experience for our customers. 

I’ve learned that every business needs a strong frontline to protect its reputation. By combining human effort with technology, we maintain consistent performance and deliver exceptional service in the travel industry. 

What types of people and skillsets succeed in a role like yours?

Individuals with experience in managing large-scale operations and strong analytical skills do well in our team, as our roles often require deep analysis of patterns and traveler behaviours. The ideal person is a solution-oriented leader who can drive quick resolutions and adapt under pressure. 

What’s equally as important is having a low-ego mindset; someone who isn’t afraid of rejection or constructive criticism, as we interact with customers every day. This role demands resilience, adaptability, and a commitment to continuous improvement. 

You’ve worked at Expedia Group for six years now. What has kept you here and how have you grown professionally?  

With nearly 25 years in the customer service industry, I’ve worked with various organizations and held multiple roles, but this has been the most fulfilling one. This role has given me confidence and daily satisfaction through solving complex travel challenges and helping people connect across the globe. 

Every interaction is an opportunity to create meaningful moments, educating and inspiring travelers to explore beyond boundaries. That sense of purpose keeps me motivated and passionate about continuing this journey. 

Your team are based around the world. What do you enjoy about working with international colleagues?  

I love working with diverse nationalities and multilingual teams worldwide. Every day brings new cultural insights, unique working styles, and opportunities to learn and adapt, making my role dynamic and full of surprises. Meeting with my global team is great, not just for planning initiatives and aligning on goals, but for sharing thoughts, cultures, and personal stories about life in different countries. Plus connecting with international colleagues opens doors to fresh perspectives and broader thinking, often sparking creative and bold ideas. 

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