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.

What you’ll do:

• Analyzes trends of Process, Product & experience by journey, product, intent, channel, and/or customer to identify optimization and performance improvement opportunities

• Builds subject matter expert knowledge of tools, products, policies, and processes

• Builds relationships with key individuals within the team and with other department, organization, and external partners

• Represents team as key point of contact with internal and external stakeholders

• Monitor and ensure Operational KPIs are delivered and contribute to the overall goals and KPIs

• Work closely with teams across Expedia to establish a stronger process for better agent/partner experience that also reflects in Customer’s journey/experience

• Identifies drivers for fluctuations against KPIs and develops remediation plans

• Gathers pertinent information about a problem by analyzing data and patterns and identifying underlying issues

• Researches and recommends more detailed solutions to resolve problems

• Looks for solutions which go beyond the individual customer* resolution, also focusing on how to prevent poor customer* experiences in the future, and works with teams across the business to implement these solutions

• Represents team or function in cross-functional projects and initiatives as a subject matter expert

• Measures and assesses customer* satisfaction, efficiency, and effectiveness of changes with data collection methods and procedures, or identify relevant existing data

• Uses relevant data sources to analyze and measure the impact of initiatives and projects

• Contributes to and develops summary of business performance to key stakeholders

• Keeps management informed on progress to goal and status

• Demonstrates ability to manage several tasks and meet deliverable deadlines

• Uses judgement to determine the relative impact and urgency of individual tasks

• Helps team members prioritize and link daily work to broader objectives

• Manages workloads to ensure all team members are fully deployed and skills are matched to the work requirements

Experience and Qualifications

• Industry & Process Expertise: 5–7 years of operational management experience in customer services within the travel industry, with a strong background in process improvement.

• Performance & Analysis: Proven track record of exceeding KPIs and SLAs, with sharp analytical skills to interpret data and drive actionable insights.

• Project & Change Leadership: Experience leading cross-functional initiatives, managing change, and working with distributed teams and vendors.

• Communication & Collaboration: Strong presentation, stakeholder engagement, and leadership skills with a proactive, solutions-focused mindset.

• Tools & Sector Knowledge: Proficient in MS Office; experience in travel or eCommerce environments is a plus.

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, religion, gender, sexual orientation, national origin, disability or age.