Introduction to team

Strategic Partnerships & Affiliates (SPA) is a flourishing business and has high growth potential to expand and accelerate its revenue production.

As a business, we are uniquely positioned at the intersection of B2B and B2C marketing, with a growing portfolio of products that support thousands of affiliate partners, businesses, and people, to become successful travel entrepreneurs.

Our business’ purpose is ‘to profitably extend the reach of Expedia Group’s (EG) brands and engage with travellers where they choose to discover and book travel, by enabling businesses and people to monetize their audiences through branded travel products’.

Make an impact!

Strategic Partnerships & Affiliates Team is seeking an Operations Manager to drive operational excellence and innovation in the travel industry. In this role, you will be responsible for managing the execution and optimization of key processes that power Expedia Group’s SPA business, which connects thousands of partners worldwide to our cutting-edge technology and tools, enabling them to bring travel solutions to their audiences.

This position is ideal for collaborative, results-driven professionals with a passion for process improvement and data-driven decision-making. If you excel at managing complex operations, solving problems proactively, and driving projects from inception to completion in a fast-paced environment, this role is for you.

In this role, you will: 

• Operation Processes:

• Design, finetune and implement new processes to deliver an extraordinary partner experience

• Identify inefficient processes and implement operational solutions and processes redesign to deliver operational efficiencies

• deliver high-quality documentation while paying close attention to detail

• Operational Tasks:

• Manage cases received to resolution and ensure they are resolved within the targeted service level

• Address complex data related issues with analytical mindset and technical skills to meet business needs

• Project Management:

• Work closely with project sponsor to develop the scope, deliverables, required resources and timing for new initiatives

• Develop project plans, define timeframe, and prioritizes tasks to achieve project milestones and deliver intended objectives

• Stakeholder Management:

• Work with stakeholders to collect detailed business requirements that meet our technology and service needs and help tackle wider business challenges

• Build relationships with stakeholders to enhance the team’s visibility and influence and communicate clear prioritization of initiatives

Experience and qualifications: 

• Collaboration and Attitude: A strong collaborator with a positive attitude and a bias for action, capable of working effectively in a team environment.

• Problem Solving and Interpersonal Skills: Excellent problem-solving skills, with strong interpersonal abilities to interact at all levels of the organization and work cross-functionally.

• Data Analysis Skills: Proven ability to deep dive into data, identify patterns, and troubleshoot issues.

• Independence and Multitasking: Ability to work independently and manage multiple tasks simultaneously.

• Quality Focus: A quality-focused mindset with a commitment to delivering outstanding work and exceeding expectations.

• Business Acumen: Strong business acumen with an ability to understand the broader commercial business and devise solutions for operational challenges.

• Organization and Time Management: Organized and detail-oriented, with excellent time management and prioritization skills.

• Technical Skills:

• Intermediate Excel knowledge, including formulas and data visualization techniques.

• Basic SQL knowledge for data analysis.

• Communication: Fluency in English with excellent written and verbal communication skills.

• Experience:

• 3-6 years of operations experience in relevant industries, with a track record of delivering high-quality results.

• Experience supporting online commission-based partnerships preferred.

• Education: Bachelor’s degree in a relevant field (e.g., Operations, Project Management), or equivalent work experience.

• CRM Systems Knowledge: Understanding of Salesforce or similar CRM systems is desirable.