Manager, Lodging Operations (Based in Kuala Lumpur)

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Manager, Lodging Operations(Based in Kuala Lumpur)

The Manager, Lodging Operations will be responsible for driving creativity, efficiency, and ownership into the operations team servicing North-East Asia (specifically Mainland China, Taiwan, Japan or Korea). As a people manager, he/she will ensure open communication among team members, set clear goals and paths, and enabling collaboration with other teams to achieve business goals. This role will be reporting into the Director, Lodging Support Services, who will be responsible for the overall strategy and will provide support and guidance to the Supervisor in the people management and operational functions.

The successful candidate must be hands on, build, and maintain a motivated team of associates, and work effortlessly cross functionally to influence and drive business results. He/she will be passionate about the work, detail-oriented, analytical, and have excellent problem-solving capabilities. He/she will be working to drive & implement effective & scalable solutions to address and resolve challenging business operations issues, have excellent project management skills, and be able to communicate complex analytical results, both written and verbally, in a clear and easy-to-understand way.

What you’ll do:

• Support organizational strategy, focus & direction, and leading a culture of continuous improvement

• Contribute to the organizational strategy and focus for the team(s) ensuring timely and accurate processing of all offline work queues

• Support and monitor KPIs and reporting tools to measure operational effectiveness

• Consistently meet or exceed KPIs established for the team, ensuring consistent delivery against quality and productivity standards

• Drives a culture of compliance, root cause analysis and continuous improvement

• Ensure issues are escalated, tools and resources are made available; removing barriers and obstacles preventing agents from successfully completing their work assignments; escalating to vendors and suppliers to bring satisfactory resolution to system (technology or human) failures

• Maintain balance between big picture and moving individual issues to conclusion

• Drives effective decisions within his/her authority supporting Expedia customers and suppliers, escalate as necessary

• Exercises good judgment in decision-making on behalf of customer and supplier relationship management

• Maintain and promote excellent client relations by managing a prompt and accurate response to email and phone communications

• Be highly effective in managing multiple projects simultaneously

• A problem-solver who can make independent decisions, be able to actively listen, and communicate clearly and concisely

Who you are:

• Bachelor’s degree or related field; or equivalent related professional experience

• 2+ years of people management experience

• Oral and written fluency in English and either Mandarin, Japanese or Korean is a must

• Strong experience with web-based applications

• Good and specific (native level) knowledge of the markets in North-East Asia (specifically Mainland China, Taiwan, Japan or Korea) in order to provide expert knowledge to the business whilst providing first in class service to the partners in these regions

• Be able to lead and manage teams of 10 or more people in dynamic and fast-paced environment in a globally distributed model, with resources representing multiple-disciplines

• Proven track record in operations management and managing through rapid changes in technology, processes, and team tasks, with a focus on customer service would be appreciated

• Strong data analytical and reporting skills

• Excellent skills in communication, cross-team work, and finding creative solutions

• Organizational and interpersonal skills and drive, professional demeanor, positive attitude

• Ability to grasp technical and abstract concepts, maintain large-picture perspective of processes, and quickly learn and incorporate technology/software tools

• Experience in hotel or travel-industry will be an advantage

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About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.

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