Senior Manager, Partner Operational Improvement

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.

The Senior Manager, Vrbo Partner Operational Improvement is responsible for relentlessly improving and simplifying partner related processes through root cause analysis positively impacting 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, market trends, training needs and implementing strategies to reach targets and create better experiences in travel.

In this role you will:

• Establish improvement initiatives in accordance with objectives and priorities of TPSP Operations and broader TPSP teams

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

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

• Act as a key communicator for Vrbo Partner, 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

• 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

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

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

Experience and Qualifications:

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

• Preferred travel or vacation rental, ecommerce industry experience

• You have expertise in developing and meeting/exceeding KPIs

• You have expertise to interpret and present clear and thoughtful analysis and actions with a keen eye for detail

• You have expertise in mapping cross functional and detailed complex processes

• You have expertise in managing and delivering large-scale projects, and transformation programs and ability to manage multiple concurrent programs

• You have expertise 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

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

• You demonstrate outstanding verbal/written communication, collaboration, negotiation, and influencing skills

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

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

• You can travel up to 50%, as required

#LI-MC1

The total cash range for this position in Austin is $141,500.00 to $198,000.00. Employees in this role have the potential to increase their pay up to $226,500.00, 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.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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. 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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 with 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.