Traveler Services Supervisor, Premium

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.

Introduction to the Team

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.

The Traveler and Partner Service Platform (TPSP) ensures exceptional experiences for our travelers and partners through dedicated support teams. Our Premium Services team delivers elevated, personalized service to high-value travelers and handles complex service scenarios that require specialized expertise and care. As a Traveler Services Supervisor, Premium, you'll lead a team of service professionals committed to exceeding expectations and creating memorable experiences for our most valued customers.

In this role, you will:

• Lead and develop a team of service professionals, providing coaching, feedback, and performance management to unlock their potential and drive excellence

• Oversee daily operations including schedule adherence, performance metrics, quality assurance, and de-escalation of complex traveler issues

• Conduct regular performance reviews (daily, weekly, monthly) and develop strategies to meet and exceed target metrics while identifying learning and development needs

• Become a subject matter expert for your team, maintaining deep knowledge of processes, systems, and best practices while knowing where to access support for complex scenarios

• Create individual development plans that address employee growth needs while aligning with team goals and business objectives

• Foster an inclusive and diverse work environment where all team members feel valued and empowered to contribute

• Participate in talent acquisition by interviewing candidates, selecting new hires, and coaching them through onboarding and initial training

• Manage workloads strategically to ensure team members are fully deployed with skills matched to work requirements and business needs

• Proactively identify and address attrition risks and engagement challenges through employee survey analysis and implement action plans

• Collaborate with peers across sites and departments to share best practices, provide support, and drive continuous improvement

• Apply Lean methodology concepts and data analytics to identify opportunities for process optimization and operational excellence

Experience and Qualifications

Required:

• Bachelor's degree in related field or equivalent professional experience

• 0-3 years of people management experience, ideally in customer service or operations environments

• Awareness of Lean and continuous improvement methodology concepts

• Conversational proficiency with basic data tools and analytic principles

• Excellent communication skills with the ability to coach, influence, and build relationships across all levels

• Proven ability to manage multiple priorities in a fast-paced, dynamic environment

• Strong problem-solving skills with a customer-centric mindset

Preferred:

• Experience in premium, VIP, or high-touch customer service environments

• Background in travel, hospitality, or e-commerce industries

• Demonstrated success in driving team performance and achieving operational metrics

• Conflict resolution and de-escalation expertise

The total cash range for this position in Springfield is $53,500.00 to $75,000.00. Employees in this role have the potential to increase their pay up to $85,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.

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, 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.