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.

Manager II, Traveler Service Lodging Improvement

Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

Introduction to the team

The Traveler Service Team defines how the network of Trusted Travel Advisors helps customers at every step of their travel experience.

In Traveler Service Improvements team our focus is to build scalable solutions for our network of Contact Center in collaboration with the rest of TPSP teams and our Vendor teams we contribute to craft the product vision and strategy which will directly impact our travelers experience across EG’s travel brands.

Every Traveler interaction is important and with the use of data insights and analysis we create a culture of continuous improvement to drive impactful recommendations to improve their Experience.

We partner with multiple teams across Expedia to proactively explore ways to deliver an effortless and more valuable experience for the next traveler.

Responsible to effectively manage a wide range of duties and responsibilities that range from analyzing performance, market trends, training needs, implementing strategies, implement process , tool policy changes to meet traveler and business requirements and to meet the organization's target objectives.

In this role, you will;

• Analyze trends of Process, Product & experience by journey, product, intent, channel, and/or customer to identify optimization and performance improvement opportunities

• Build subject matter expert knowledge of tools, products, policies, and processes

• Build relationships with key individuals within the team and with other department, organization, and external partners

• Represent team as key point of contact with internal and external stakeholders

• Monitor and ensure Operational KPIs are delivered and contribute to the overall goals and KPIs

• Work closely with teams across Expedia to establish a stronger process for better agent/partner experience that also reflects in Customer’s journey/experience

• Identify drivers for fluctuations against KPIs and develops remediation plans

• Gather pertinent information about a problem by analyzing data and patterns and identifying underlying issues

• Research and recommend more detailed solutions to resolve problems

• Look for solutions which go beyond the individual customer* resolution, also focusing on how to prevent poor customer* experiences in the future, and works with teams across the business to implement these solutions

• Represent team or function in cross-functional projects and initiatives as a subject matter expert

• Measure and assess customer* satisfaction, efficiency, and effectiveness of changes with data collection methods and procedures, or identify relevant existing data

• Use relevant data sources to analyze and measure the impact of initiatives and projects

• Contribute to and develops summary of business performance to key stakeholders

• Keep management informed on progress to goal and status

• Demonstrate ability to manage several tasks and meet deliverable deadlines

• Use judgement to determine the relative impact and urgency of individual tasks

• Help team members prioritize and link daily work to broader objectives

• Manage workloads to ensure all team members are fully deployed and skills are matched to the work requirements

Experience and Qualifications:

• 5+ years of operational management experience in customer services with Lodging Operations, with a strong background in process improvement.

• 5+ years of Leadership Experience, 7 years overall experience.

• Proven track record of exceeding KPIs and SLAs, with sharp analytical skills to interpret data and drive actionable insights.

• Experience leading cross-functional initiatives, managing change, and working with distributed teams and vendors.

• Strong presentation, stakeholder engagement, and leadership skills with a proactive, solutions-focused mindset.

• Proficient in MS Office; experience in travel or eCommerce environments is a plus.

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.