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:

In this role you will:

• Execute process transformation - including discovery, current state analysis, future state design and scalability
• Analyze current processes to identify inefficiencies and areas for improvement
• Gather insights to continuously improve the business
• Apply comprehensive knowledge of operations and processes to create process flows and steps that agents can adhere
• Provide SME and insights and be able to effectively participate in cross team, cross EG meetings
• Identify key metrics for tracking process performance of initiatives
• Assist in change management strategies for successful adoption of new processes
• Communicate changes effectively to stakeholders, addressing concerns and managing resistance
• Monitor process performance to ensure objectives are met and adjust as needed to achieve desired outcomes
• Create compelling visual stories suitable for executive audiences across TPSP
• Work collaboratively with diverse teams across EG

Experience and Qualifications:

• 2+ years of Operational management experience in a dynamic and complex customer care environment
• Experience and proven success in developing and meeting/exceeding KPIs
• Ability to map cross functional and detailed complex processes
• Proven experience in solving complex problems in business processes; able to think about objectives from multiple perspectives and consider non-conventional ideas and approaches for achieving objectives
• High energy and a positive outlook with the passion to make things better at every opportunity
• Outstanding verbal/written communication, collaboration, negotiation, and influencing skills
• Proven ability to work autonomously in high pressure/demanding team
• Comfort with ambiguous, constantly evolving situations. Self-starter with a high degree of motivation to go above and beyond the task at hand.
• Ability and willingness to travel, as required

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.