In this role, you will:

• Leads end‑to‑end onboarding for new hires, including instructor‑led training, labs, shadows, skills workshops, and assessments.

• Coaches and mentors Partner Success Associates to hold high‑quality commercial and consultative conversations with lodging partners.

• Ensures PSAs apply the account management cycle effectively across their portfolios to grow performance and partner value.

• Continuously drives improvement in quality, productivity, engagement, and partner satisfaction across assigned teams.

• Provides regular feedback, 1:1s, and performance support; identifies skill gaps and designs targeted refreshers and trainings.

• Encourages participation in mentorship programs, facilitator communities, and specialist communities (e.g., Sales Clinic SMEs) to deepen expertise.

• Acts as a subject matter expert on internal workflows, tools, and playbooks used by Partner Success teams.

• Drives tool and workflow adoption, finding creative ways to increase efficiency, reduce manual work, and improve partner and team experience.

• Observes day‑to‑day workflows and calls to spot trends, pain points, and opportunities; translates findings into continuous improvement plans.

• Pilots new initiatives, KPIs, and programs, capturing learnings and scaling best practices across internal hubs and regions.

• Monitors KPI performance, productivity, quality, and backlog across assigned internal teams (e.g., revenue, engagement, coverage, quality audits, SLAs).

• Manages case backlogs, queues, and operational balance, partnering with Area Managers to prioritize and focus effort.

• Leads performance recovery plans with leaders when KPIs or quality standards are at risk.

• Uses performance, market, and competitor data to identify trends and create insight‑led action plans that can be implemented quickly.

• Collaborates with Area Managers, Directors, and other functional leaders to align on strategies, priorities, and resourcing.

• Serves as an escalation point for complex partner issues, ensuring timely, high‑quality resolution.

• Partners with cross‑functional teams (Product, Tech, Analytics, Support, Sales, Operations) to remove operational hurdles, inform product/tool improvements, and support strategic initiatives.

• Participates in and leads PGA projects that support the leadership team and ensure smooth execution.

• Role‑models Expedia Group’s values and fosters a diverse, equitable, and inclusive environment.

• Designs and leads regular enablement rhythms, such as end‑of‑quarter refreshers, hub‑wide all‑hands, and knowledge‑sharing sessions.

• Supports Inclusion & Diversity and engagement activities to strengthen culture and connection.

• Encourages a growth mindset, experimentation, and learning from data, feedback, and change.