Senior Manager, Lodging Operations

This is an opportunity to join one of the largest teams within Expedia Group, the Traveler & Partner Services Platform (TPSP). TPSP unites global, support for Expedia Group’s travelers and supply partners across all EG brands and strategic partnerships. Opportunity will focus on traveler support for lodging lines of business –hotels and Vrbo.

The Senior Manager, Lodging Traveler Operations is responsible for relentlessly improving and simplifying traveler related processes through root cause analysis that positively impacts agent and customer experience in measurable terms. Senior Manager will deliver insights and solutions that can help operational teams better address customer inquiries, concerns, and feedback. Beyond working with operations, Senior Manager will negotiate and influence stakeholders to drive innovative solutions increasing team efficiency and effectiveness. Role will be responsible for driving a team of lodging improvement analyst to make scalable changes based on analyzing performance, trends, operational needs and implementing strategies to reach targets and create better experiences in travel. Establish improvement initiatives in accordance with objectives and priorities of TPSP Operations and broader TPSP teams

What you’ll do:

• Lead all aspects of process transformation - including discovery, prioritization, current state, future state and scalability

• Drive business case development and realization to tackle largest opportunities driving efficiency and effectiveness

• Apply comprehensive or specialist-level knowledge of process reengineering, continuous improvement – mastering best practices and methodologies to accomplish goals

• Act as a key communicator of the vision for Lodging Improvement Traveler, creating and communicating executive communications and value propositions to ensure buy-in; clearly articulate vision and strategy; consult with internal clients to model future-state and develop roadmaps

• Partner with leadership to align operational improvements and enablement for processes, policies and products

• Lead a small team of process leads and provide active coaching, mentoring, and knowledge-sharing to advance their career development; manage and review those team members’ work product

• Build out playbooks for proactively raising issues and BAU opportunities for hotel traveler and Vrbo teams with the objective of reducing customer effort & growing efficiency

• Provide SME and/or deep insights and contribute to X-team swarms with actionable recommendations based on data insights and analysis

• Monitor key performance indicators in alignment with business objectives for trend analysis in the constant pursuit of continuous improvement

• Create compelling visual stories suitable for executive audiences across TPSP

• Work collaboratively with diverse teams across EG and be the bridge between different departments, facilitating communication, and ensuring alignment

• Actively contribute to the successful adoption of all new products, policies, processes, and tools

• Regularly generate insightful reports to support business reviews with senior leaders, leading the charge in data-informed decision-making and analysis optimization

Who you are:

• 5+ years of Operational management experience in a dynamic and complex customer care environment

• Experience and proven success in developing and meeting/exceeding KPIs

• Master in working in heavy data environment and being able to interpret and present clear and thoughtful analysis and actions with a keen eye for detail

• Ability to map cross functional and detailed complex processes

• Experience managing and delivering large-scale projects, and transformation programs and ability to manage multiple concurrent programs

• Proven experience in solving complex problems in business processes; able to think about objectives from multiple perspectives and consider non-conventional ideas and approaches for achieving objectives

• High energy and a positive outlook with the passion to make things better at every opportunity

• Outstanding verbal/written communication, collaboration, negotiation, and influencing skills

• Ability to direct, motivate and empower others to work towards the organization's goals

• Proven ability to work autonomously in high pressure/demanding team

• Comfort with ambiguous, constantly evolving situations. Self-starter with a high degree of motivation to go above and beyond the task at hand.

• Ability and willingness to travel up to 50%, as required

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.