Manager II, Lodging Improvements

Expedia Group Overview

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.

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 we 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.

The Traveler Service Team defines how the network of Trusted Travel Advisors helps customers at every step of their travel experience.

In Traveler Service Improvements team our focus is to build scalable solutions for our network of Contact Center in collaboration with the rest of TPSP teams and our Vendor teams. We contribute to draft the product vision and strategy which will directly impact our travelers experience across EG’s travel brands. Every Traveler interaction is important and with the use of data insights and analysis we create a culture of continuous improvement to drive impactful recommendations to improve their Experience.

We partner with multiple teams across Expedia to proactively explore ways to deliver an effortless and more valuable experience for the next traveler. Responsible to effectively manage a wide range of duties and responsibilities that range from analyzing performance, market trends, training needs, implementing strategies, implementing process, tool policy changes to meet traveler and business requirements and to meet the organization’s target objectives.

• 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

• Industry & Process Expertise: 5–7 years of operational management experience in customer services…