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Consumer Payments Operations Senior Manager

Expedia Group

Location: Austin, Texas, California, New York, New York, San Francisco, California, Seattle, Washington, Springfield, Missouri

Job Type: Full time


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Consumer Payments Operations Senior Manager

In this position you will play a meaningful role in providing platform-based eCommerce solutions for the travel market.  Expedia Group is responsible for enabling $100 Billion of client and supplier payment services for a portfolio of global online travel brands.  To date our transactional capabilities are clearly leading the travel industry.  And while our technology and products have initially been built to power some of the industry’s leading brands, their strengths represent a compelling opportunity to broaden Expedia Group’s reach in the ecosystem of travel providers. 

This position will focus on consumer payments operations and service delivery of our traveler payments systems, programs, and third-partypartnerships. You’ll work withmulti-functional payments and risk operations teams to support our different lines of business.  Additionally, this position will be responsible for ensuring business operations functions adhere to the PayFac regulatory and compliance requirements while overseeingoptimal account management of merchants on the commerce platform.

As an influential member of the consumer paymentsteam, your role will be critical to building, standardizing and scaling pay-in and payout related operations functions to power the $2T travel industry.  You will work cross-functionally in the organization (Product, Engineering, Operations, Data Security, Compliance, Distribution Channels, etc.)and closely partner withthe world’s leading third-party payments ecosystem providers (Acquirers, Networks, etc.) to ensure operational excellence. This role is accountable to the Sr. Director of Consumer Payments inExpedia Global Payments (EGP).

What you'll do:

  • Direct client management(onboarding, retention and growth)

  • Extended team management of payment operations (e.g.,pay-in/payouts, fraud/chargebacks, customer-support, etc.)

  • Business operations oversight of back-officefunctions (e.g.,merchant invoicing, payables/receivables, etc.)

  • Clientconsultation on product solutions,merchant training on authorization/settlement tools, reporting, etc.and authorship of operationalservices SOPs, FAQs, etc.

  • Clientservice management andissue resolution (exception management processes for payments, chargebacks/disputes, etc.)

  • Client communication strategy and execution source, track, and resolve clientuser experience issues, ensuring feedback loop to impacted teams for iterative development and delivery

  • Develop a balanced operations scorecardto measure and enhance operations performance and communicatepayments and fraud metrics toleadership team

  • Solicit improvement feedback from clients, partners and internal support teams as input into new product release planning – translate business requirements into technical user stories

  • Identify product/service automation opportunities for scaling, implement resource planning and deliver with excellence through program/project completion

Who you are:

  • Technically minded and operationally driven payments professional

  • eCommerce background – pay-in/payout settlement and reconciliation plus fraud/risk management

  • Experience in implementing, operating and scaling the client service and support functions

  • Shownsuccess in defining,measuring and improving business operations functions

  • Experience leading outsourced internal/external partners – defining functional, technical and process requirements, formulating vendor management frameworks, documenting service components and SLAs, supervisingmetrics-based business controls, etc.

  • Hands-on experience with operational tools (e.g., Tableau, Jira, SFDC, Confluence, etc.)

  • Experience with PCI PA-DSSand other Payments regulatory compliance and related audits is a plus

  • Travel industry knowledge is a plus (especially in the lodging/vacation-rental segment)

  • Maintain high standards for the individual, team and organizational accomplishment

  • Tenaciously work to meet or exceed ambitious goals

  • Derive satisfaction from goal achievement and continuous improvement

  • Clearly and succinctly convey information and ideas to individuals and groups; communicate in a focused and compelling way that draws and holds others’ attention

  • Create and implement influencing strategies that persuade key partners to take action towards advancing shared interests and business goals.  Balance results with relationship

  • Secure and compare information from various sources to identify core issues

  • Commit to an action-plan after weighing alternative solutions against decision criteria

  • Enthusiastically and quickly make sense of complex issues.  Respond effectively to complex and ambiguous situations

  • Demonstrate a keen understanding of basic business operations and the organizational levers (systems, processes, functions and departments) that drive profitable growth.  Draw from personal experience to quickly assess business plans and processes to identify data or recommendations that need further investigation

  • Use a factual approach to decision-making by systematically collecting valid and reliable data.  Rely on the data rather than on emotions.  Have the backbone to disagree and commit to the decisions towards better business outcomes


The total cash range for this position in New York is $146,000 to $204,500.00. Employees in this role have the potential to increase their pay up to $233,500, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

The total cash range for this position in Springfield is $107,500 to $150,500. Employees in this role have the potential to increase their pay up to $172,000, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

The total cash range for this position in Austin is $135,000 to $189,000. Employees in this role have the potential to increase their pay up to $216,000, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

The total cash range for this position in Seattle is $135,000.00 to $189,000.00. Employees in this role have the potential to increase their pay up to $216,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.

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®,®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.

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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is The official website to find and apply for job openings at Expedia Group is

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.