Senior Customer Experience Specialist

Senior Customer Experience Specialist

Location: Miami, FL

$73,000.00/yr - $/yr

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 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.

• Drive the execution of service strategies for both Agent‑to‑Agent (A2A) and Customer Direct Service (CDS) operations supporting demand partners.
• Collaborate with service delivery teams to ensure vendors provide exceptional B2B service support.
• Monitor and analyze service performance metrics (e.g., DUET, NPS, quality audits) to identify trends impacting partner experience.
• Investigate root causes of service‑level gaps or policy deviations and share actionable insights with stakeholders.
• Resolve escalated issues through root cause analysis and implement sustainable solutions.
• Set clear expectations with stakeholders and partners regarding service standards, escalation processes, and communication pathways.
• Translate contact insights into actionable recommendations to improve partner engagement and reduce unnecessary contacts.

• Design and refine processes, policies, and communication guidelines to close service gaps.
• Serve as a key point of contact for commercial servicing inquiries via platforms such as Zendesk and Salesforce.
• Generate detailed servicing reports to highlight opportunities for market and partner‑specific improvements.
• Lead ROI‑driven partner interactions, forums, and structured collaborations to enhance global servicing outcomes.
• Support end‑to‑end partner onboarding, including API and template solutions; identify and resolve process gaps, propose automation opportunities, and ensure compliance checks prior to launch.
• Collaborate with internal teams (e.g., Channel Operations, Technology, Partner Connect) to ensure a seamless transition to business‑as‑usual (BAU).

• Coordinate and deliver training sessions for partners on policies, tools, and systems.
• Mentor internal teams and vendor agents to foster continuous skill development.
• Support strategic partner calls with business development teams, addressing servicing‑related inquiries.

• Partner with sales and business development teams on servicing requirements for RFPs and strategic meetings.
• Drive cross‑departmental projects to improve tools, reporting, and agent systems, ensuring alignment with service needs.
• Act as a liaison between stakeholders to prioritize and resolve onboarding and service issues effectively.

• Proven experience in B2B service management or a similar role (minimum 2 years).
• Strong analytical skills and ability to use data insights for decision‑making.
• Excellent communication and relationship‑building abilities.
• Demonstrated expertise in process improvement and cross‑functional collaboration.
• Familiarity with tools such as Zendesk, Salesforce and other CRM systems.
• Project management skills with a focus on driving ROI‑driven outcomes and timelines.

Medical/dental/vision coverage, paid time off, employee assistance program, wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

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.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E‑Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I‑9 to confirm work authorization.