Senior Manager, Vrbo Traveler 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. 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 In this role you will: 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 Experience & Qualifications: 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 organizations 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 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. 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 . 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 Groups 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 employees I-9 to confirm work authorization.