Integrated Property Management Support Associate

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Integrated Property Management Support Associate

At Expedia Group, we are passionate about transforming the travel experience for our partners and customers. As an IPM Support Specialist, you will play a critical role in supporting our partners who use integrated software solutions to manage their accounts. Your mission is to ensure these partners receive exceptional service, enabling them to fully leverage our tools and platforms to grow their businesses.

Introduction to the Team

The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our focus on customer-centric innovation enables us to develop products that build loyalty and repeat business. We partner closely with teams across Expedia Group to drive growth and achieve results for our customers and the company.

In this role, you will:

• Provide high-quality support to IPM partners through inbound/outbound phone, email, and chat channels.

• Serve as the primary point of contact for strategic and enterprise-level partners, building strong, trust-based relationships.

• Deliver personalized, high-touch service by understanding each partner’s unique needs and challenges.

• Develop deep expertise in Expedia Group’s products and services to offer tailored guidance and solutions.

• Gather and analyse partner feedback to identify pain points and contribute to product and service improvements.

• Troubleshoot and resolve tier-1 technical and tool-related issues; escalate complex tier-2 issues while maintaining ownership of communication.

• Collaborate with internal teams to ensure timely resolution and partner satisfaction.

• Share insights and feedback with leadership to drive innovation and reduce customer effort.

• Support marketplace integrity by identifying potential violations and educating partners on best practices.

• Assist leadership with ad hoc projects and initiatives based on business needs.
  
  

Experience and Qualifications:

• 2+ years of experience in customer support, B2B account management, or technical support, preferably in a travel or technology environment.

• Strong verbal and written communication skills with the ability to build rapport and explain complex issues clearly.

• High attention to detail and the ability to interpret data to provide actionable recommendations.

• Proficiency in CRM systems; familiarity with HTML/XML and software integration tools is a plus.

• Demonstrated ability to remain calm under pressure and empathize with partner concerns.

• Proven track record of building effective relationships with internal and external stakeholders.

• Growth mindset with a willingness to embrace feedback and adapt to change.

• Comfortable working in a fast-paced, dynamic environment with evolving tools and processes.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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, religion, gender, sexual orientation, national origin, disability or age.