Consumer Payments Operations Senior Manager
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®, 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™.
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