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 global hybrid work setup (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 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!

The Service Delivery Manager plays a pivotal role in ensuring seamless operations by overseeing the end-to-end management of incidents and escalations within Expedia Group’s Strategic Partnerships & Affiliates (SPA) team.

As a Service Delivery Manager, you will be responsible for managing the complete lifecycle of incidents, from initial triaging and troubleshooting to resolution and reconciliation. By collaborating with cross-functional business units, you will ensure swift and comprehensive solutions to partner issues. Furthermore, you will proactively conduct root cause analyses and implement process optimizations to prevent future incidents or mitigate their impact. This focus on operational rigor and continual improvement ensures that we deliver a reliable, efficient, and delightful experience to all partners.

This position is ideal for a passionate candidate who excel in problem-solving and data-mining. If you thrive and can deliver in a fast-pace environment, the role is for you!

In this role, you will:

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

• Deliver quality solutions that resolve the issue at first contact. Ensure that all partner satisfaction metrics are met

• Own the direct communication with partners (under some circumstances), take ownership of the incidents and manage expectations on the delivery of service

• Contribute to the internal teams and networks by supporting them with the interim findings and collaborate to deliver efficiency and productivity

• Identify inefficient processes and implement operational solutions using root cause analysis and processes redesign to deliver operational efficiencies

• Monitor work volumes and call out trends in a timely fashion to ensure proactive steps are taken to anticipate issues before they arise

• Deep dive into tracking issues, investigate the root causes and provide comprehensive analysis to internal/external stakeholders

• Monitor the flow of data to affiliate networks and proactively identify breakpoints or bottlenecks, taking appropriate actions to resolve issues

• Build relationships with dependent teams to enhance the team’s visibility and influence in prioritisation

Experience and qualifications:

• An excellent problem solver with strong interpersonal skills and the ability to interact with all levels of an organization and cross-functional teams.

• Proven ability to deep dive into data, identify patterns, and troubleshoot issues.

• Ability to work independently and manage multiple tasks simultaneously.

• Technical Skills:

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

• identifying and solving data-related issues via pulling data from different datasets.

• interpreting query results and organizing data to fit business requirements.

• paying attention to data accuracy and conducting quality checks.

• Bachelor's degree in a relevant field (e.g. Business, Business Analytics) or equivalent work experience.

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.