Loyalty Service Manager

Are you excited by the opportunity to take our business to the next level by delivering unrivaled customer service for our most loyal travelers? Do you have a passion for the customer, and a hunger to make travel a frictionless experience?

At Expedia Group we aim to be the most rewarding place to book travel. In 2023, we announced One Key, a single loyalty program across our brands. We are in the process of transitioning existing loyalty programs into the single program of 145M members and are looking for a Loyalty Program Manager to join us to be a key part of enhancing the customer service experience for the new loyalty program and delivering differentiated customer service for our Loyalty members.

This role can be based in either our London or Seattle offices and reports to the Senior Manager, Loyalty Programs as part of the Traveler Engagement and Loyalty organization. You will partner closely with cross functional teams in Customer Service, Analytics, Product and Engineering teams to develop service activity that drives key objectives.

What you’ll do:

• Partner with various stakeholders to develop customer service capabilities to ensure customer service agents are well equipped to serve Loyalty members as we roll out the program globally

• Brief the Traveler & Partner Services Platform team to ensure customer service agents are well prepared/trained to serve Loyalty members

• Drive new Virtual Agent (chat) requirements specifically for the Loyalty program

• Develop differentiated customer service treatments for Loyalty members

• Determine a testing plan to continuously improve customer service activity for Loyalty

• Report on customer service activity and the impact on KPIs

• Identify future opportunities by better understanding our travelers through: insights, testing, self-serve data exploration and performance tools

• Act as the Traveler Engagement and Loyalty organization’s main point of contact for customer service related activity

Who you are:

• Bachelor's or Master's in Marketing, Business, Economics or any other related field; or equivalent related professional experience

• At least 5 years’ experience in a Customer Service/Customer Success role

• Ability to work and communicate successfully across multiple teams and partners

• Demonstrable attention to detail in dealing with complex projects and time-sensitive initiatives

• Proficient in the use of MS Office. Experience with Jira, Tableau, Salesforce and relevant Customer Service management tools are a plus

The total cash range for this position in Seattle is $104,000.00 to $145,500.00. Employees in this role have the potential to increase their pay up to $166,500.00, 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.

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.