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Policy Enforcement Specialist:

Are you interested in helping people achieve their dream vacations by providing Trust, Health & Safety support? Vrbo, a part of Expedia Group is an exciting, international company that is redefining the market to become the world's leading vacation rental marketplace. We are seeking a highly motivated Policy Enforcement Specialist to join our Trust, Health & Safety Operations Team.

The team is responsible for helping to reduce revenue leakage and policy violations on our site by educating customers on our marketplace standards and policies. The Trust, Health & Safety Operations Team responsibilities span from marketplace operations policy enforcement to identifying and limiting marketplace risk to create a safe environment for our customers to find, list, and reserve vacation rentals.

What You'll Do:

Assist partners and travelers and educate them on Expedia Group’s policies, Terms and Conditions and Marketplace Standards
Stay up-to-date on product changes in order to provide accurate and thorough support
Carrying out investigative work based on monitoring traveler reviews, complaints, incidents and media reports also covering weekends to ensure continuous monitoring and timely response.
Implementation of clear communication to peers, collaborators, and leadership
Advocate for customer needs by suggesting improvements to marketplace offerings or experience
Effectively deal with job stress and sensitive subject matter
Build positive rapport and communicate appropriately with different personality types
Apply the accurate service etiquette to satisfy various customer situations
Help to analyze and identify issue severity levels and follow appropriate procedures for various types of customer situations
Assist with process and knowledge base documentation as needed to help further the team’s overall knowledge in support of customers
Analyze and draw conclusions to bring efficiency to the business
Take on various tasks that require critical thinking; be comfortable with becoming Subject Matter Expert on specific use cases
Demonstrates initiative to handle most tasks independently
Collaborate closely with outsource vendors to ensure delivery of agreed SLAs, including targeted auditing program and key system development projects, within set deadlines.
Responsible for data entry and database maintenance.

Who You Are:

Experience related to Marketplace Trust, Health and Safety/Investigative / Auditing/travel operations environment a plus
Demonstrate intermediate MS Office skills, particularly Excel (pivot table/VLookup/VBA macros). CRM systems (Salesforce)
Speak a second language (examples, but not limited to Spanish, French, Portuguese, German)
Feel comfortable taking the lead on new policy / process creation and enforcement (spot needs for adapting/ maintenance)
An enthusiastic and capable administrator.
Demonstrate experience of learning new technical skills in a busy, demanding and constantly evolving environment.
Understanding of technology with focus on e-commerce, ability to learn quickly.
Accurate data entry skills.
Good interpersonal ability.
Strong communication skills, both written and oral, phone and face to face.

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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™.

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 @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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.