Traveler Service Improvements Manager (Air industry) – Expedia Group
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. We’re building a more open world. Join us.
Introduction to the team
The Traveler Operations Team defines how the network of Trusted Travel Advisors helps customers at every step of their travel experience. In Traveler Operations we build scalable solutions for our network of Contact Centers. We contribute to craft the product vision and strategy that directly impact travelers’ experiences across Expedia Group’s travel brands. We use data insights to drive continuous improvement and deliver impactful recommendations to improve the customer experience. We partner with teams across Expedia to proactively explore ways to deliver an effortless and more valuable experience for the next traveler.
In this role you will manage a wide range of duties, supervise team members, analyze performance and market trends, identify training needs, and implement strategies to reach targets.
Responsibilities
* Analyze trends of Process, Product & experience by journey, product, intent, channel, and/or customer to identify optimization and performance improvement opportunities
* Build subject matter expert knowledge of tools, products, policies, and processes
* Build relationships with key individuals within the team, other departments, and external partners
* Represent the team as a key point of contact with internal and external stakeholders
* Monitor and ensure Operational KPIs are delivered and contribute to the overall goals
* Work with teams across Expedia to establish stronger processes for better agent/partner experience that reflect in the customer journey
* Identify drivers for fluctuations against KPIs and develop remediation plans
* Gather information about problems by analyzing data and patterns and identifying underlying issues
* Research and recommend detailed solutions to resolve problems
* Identify solutions that prevent poor customer experiences in the future and collaborate with teams to implement them
* Represent the team or function in cross-functional projects as a subject matter expert
* Measure and assess customer satisfaction, efficiency, and effectiveness of changes with data collection methods
* Use data sources to analyze and measure the impact of initiatives and projects
* Contribute to and develop summaries of business performance for key stakeholders
* Keep management informed on progress toward goals
* Demonstrate ability to manage several tasks and meet deadlines
* Prioritize tasks and align daily work with broader objectives
* Manage workloads to ensure all team members are deployed and skills matched to requirements
Experience and Qualifications
* 5-7 years of operational management experience in customer services within the air industry, with a strong background in process improvement.
* Proven track record of exceeding KPIs and SLAs, with analytical skills to interpret data and drive actionable insights.
* Experience leading cross-functional initiatives, managing change, and working with distributed teams and vendors.
* Strong presentation, stakeholder engagement, and leadership skills with a proactive, solutions-focused mindset.
* Proficient in MS Office; experience in travel or eCommerce environments is a plus.
Accommodation
If you need assistance with any part of the application or recruiting process due to a disability or other health conditions, please reach out to our Recruiting Accommodations Team. Expedia Group is committed to an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
Company notes
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. All rights reserved. Employment offers come from Expedia Group’s Talent Acquisition and hiring teams.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* General Business, Management, and Business Development
Industries
* Software Development
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