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Senior Customer Operations Specialist (Shanghai)

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TPSP EPS - Senior Customer Operations Specialist

Are you passionate about driving process improvements and efficiency?

Expedia Group is currently looking for an independent and driven individual that will be responsible for Customer Operations, managing and supporting our partners and internal stakeholders in Greater China Region. It will be a high-visibility role where you can spearhead projects that will impact our multi-billion B2B operations as part of the Travel & Partner Service Platform (TPSP) team.

What you’ll do:

  • Be on the front line for escalations from the brand (EPS) or the partners to identify the root cause, resolve for today, and compose processes or policies to address the issues for tomorrow

  • Manage and influence operational performance and quality standards through strong partnerships with the call center management and our operations team

  • Develop and implement new initiatives or processes to make a positive impact on performance, experience, and cost

  • Hunt down root causes for missed contact center KPIs, low-quality standards, or agreed SLAs to analyze and recommend approaches for improvement

  • Interact with external EPS partners (mainly Mainland China, widely APAC) to discuss opportunities to drive efficiency and reduce contact propensities

  • Proactively look for improvement opportunities within customer operations – whether technical or non-technical – and spearhead initiatives with a varied size of audiences for implementation and review

Who you are:

You’ll fit this role if you have:

  • Proficiency (both writing and speaking) in Mandarin, Cantonese, and English

  • 2+ years of experience in contact center operations

  • 1+ years of experience in relationship management in a B2B environment

  • Experience in the travel industry or customer service-oriented industry is a plus

  • An ability to work independently and remotely with minimal supervision

  • Excellent organizational skills to manage multiple projects across the global department and division lines, having to prioritize, troubleshoot, and coordinate multiple tasks

  • The ability to creatively manage ambiguous and complex situations that may not have a prescribed resolution

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®,®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.  

© 2021 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 to whom we have not made prior contact. Our email domain is The official website to find and apply for job openings at Expedia Group is

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.
  • China - Shanghai

  • Operations & Services

  • Full-Time Regular

  • 07/18/2022

  • ID # R-74586

Job Accommodation Requests

At Expedia Group, we're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation or adjustment for any part of the application or hiring process, please let us know by completing our Accommodation Request form.