Onboarding & Maintenance Specialist

The Onboarding & Maintenance Specialist is a part of the Supply, Strategy and Operations team of the Opaque Supply Group, and works with our hotel partners to optimize their experience with the Hotwire platform. The role will be an operational hub by maintaining property content on our site by resolving update requests submitted by partners and internal teams by providing inbound and outbound support to our partners, assisting hotel partners to use Expedia partner tools for self-service. The role will require versatility in balancing multiple software programs, timely responses in email communications providing a proficient support experience.

What you'll do:

Serve as operational point of contact with Hotwire Hotel Partners by being dedicated and conscientious in handling raised issues and working closely with other departments for the best resolution
Collaborate with internal sales teams to troubleshoot problems affecting external partners and ensure optimal account performance during onboarding and product enablement
Develop processes improvements to provide quick yet detailed responses to internal and external partners, maintain feedback loops and collaborate with senior team members to ensure the voice of the partner is heard
Participate in critical initiatives related to Expedia Group goals, including empowering partners to use Expedia partner tools and capabilities toward self-service mitigating operational burden
Communicate updates with partners and internal collaborators across various teams
Versatile in multiple software program/platforms (esp. Salesforce, Excel, SQL)

Who you are:

Experience in implementation management, client services project management, engagement management or similar experience in a partner-facing role or in a related field or equivalent related professional experience
Strong experience with Excel and working with large sets of data; experience running SQL queries preferred but not required
Experience with Salesforce, Outlook, Slack, and issue-tracking software (e.g. JIRA)
Strong communication/interpersonal skills; proven experience dealing with diverse, international teams and partners, building agreement and partnership, and coaching others
Solid problem solving/analysis and decision-making abilities
Strong process and project management skills
Ability to learn new software and technical processes quickly
Experience reporting on results and adjusting procedures to improve results
A flexible, hands-on approach with strong initiative and motivation to work in a constantly evolving environment

At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and wellbeing, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and present acceptable proof of vaccination before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.

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.