Join the Expedia Group Family!
At Expedia Group, we power global travel for everyone, everywhere. Our cutting-edge technology is designed to make travel smoother and more memorable, while our groundbreaking solutions support our partners. We believe that our diverse, vibrant, and welcoming community is essential to our success. Why Join Us?
To shape the future of travel, we put people first. Guided by our core values and leadership agreements, we foster an open culture where everyone belongs. Here, differences are celebrated, and we know that when one of us wins, we all win! We offer a comprehensive benefits package that includes: Exciting travel perks Generous time-off policies Parental leave A flexible work model with amazing office spaces Career development resources to fuel your passion for travel Join us in building a more open world! About the Traveler Operations Team
The Traveler Operations Team is at the heart of how our network of Trusted Travel Advisors assists customers at every step of their travel journey. Our focus is on creating scalable solutions for our Contact Centers, collaborating with various teams to craft a product vision that enhances the traveler experience across all of Expedia Group’s brands. Every interaction with a traveler is crucial. By leveraging data insights and analysis, we cultivate a culture of continuous improvement, driving impactful recommendations to enhance their experience. We partner with multiple teams across Expedia to explore innovative ways to deliver an effortless and valuable experience for every traveler. Your Role
As a key member of our team, you will: Analyze trends in processes, products, and customer experiences to identify optimization opportunities. Become a subject matter expert on tools, products, policies, and processes. Build strong relationships with key individuals across departments and external partners. Act as the primary point of contact for internal and external stakeholders. Monitor and ensure operational KPIs are met, contributing to overall goals. Collaborate with teams to enhance agent and partner experiences, reflecting positively on customer journeys. Identify drivers for KPI fluctuations and develop remediation plans. Research and recommend solutions to resolve issues and prevent future customer dissatisfaction. Represent the team in cross-functional projects as a subject matter expert. Measure customer satisfaction and assess the effectiveness of changes. Keep management informed on progress and status towards goals. Help team members prioritize tasks and manage workloads effectively. Experience and Qualifications
We’re looking for candidates with: 5-7 years of operational management experience in customer service within the air industry, with a strong focus on process improvement. A proven track record of exceeding KPIs and SLAs, along with sharp analytical skills to interpret data and drive actionable insights. Experience leading cross-functional initiatives and managing change with distributed teams and vendors. Strong presentation, stakeholder engagement, and leadership skills with a proactive, solutions-focused mindset. Proficiency in MS Office; experience in travel or eCommerce environments is a plus. Our Commitment to Inclusion
If you require assistance during the application or recruiting process due to a disability or other health conditions, we are here to help. We are proud to be recognized as a Best Place to Work on Glassdoor in 2024 and to have received accolades for our award-winning culture from organizations like Forbes and TIME. Join us at Expedia Group, where our 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™ Expedia Cruises™ Join us in 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.