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Supervisor, Lodging Support Services

Expedia Group is currently looking for motivated individuals, with a bias to action, and who have an obsession for customer satisfaction to join our Traveler & Partner Services Platform contact center team.

The Traveler & Partner Services Platform Team provides information, support, and training to our valued partners and internal Expedia Group teams. With teams in more than 35 locations around the world, we are passionate about fast and effective operations with the primary goal of providing resolution the first time, every time. We value learning and development and invest heavily in our groups to provide an extraordinary environment for growth and the ability to pursue your career dreams.

In this position, you will serve your team through open communication, setting clear goals and development paths, and enabling collaboration with other teams to innovate standards and maintain high-quality content for both our newly acquired properties and our customer’s needs. You will partner with market management and Expedia Group brands and lead the team to provide inbound and outbound support to our hotel and property partners. By putting yourself in the shoes of the partner, you will help them attract travelers. Primary customers are Hotel Partners, Internal sales team (Market Managers), Brand Customers and Internal employees.

What you'll do:

Motivational leadership of team in a high-volume atmosphere with strong partnership in delivering the right solution for each unique property type
Supervise and track Service Level performance to identify drivers and solve systemic issues negatively impacting partner and customer experience
Ongoing training, career path development and soft skills/employee development of team
Monitor progress towards holistic performance measurements along with the gold standard of service
Encourage sharing thoughts and ideas with out of the box thinking in order to drive improvement to all processes and procedures
Helps team members prioritize and link daily work to broader objectives
Continuous improvement of processes and workflow analysis
Works with staff to develop individual development plans addressing employee needs and meeting team goals
Creates an inclusive and diverse work environment
Maintain an open and honest feedback culture
Leadership by example – excellent service and customer support focus

Who you are:

Bachelor's Degree; or Equivalent related professional experience
3-5 years experience in leading teams with varied strengths
Experience in process development and improvement
Proven successful record of managing operations or call center teams
Excellent communication and social skills
Strong analytical skills including trending, forecasting, financial and performance management
Understanding of Continuous Improvement and Lean methodology concepts
Conversant in basic data tools and analytic principles
Demonstrates ability to work autonomously
Positive and solution-oriented attitude

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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.