Expedia Group
Senior Manager - Customer Strategy (Brand Expedia)
Expedia Group, Seattle, Washington, us, 98127
Senior Manager - Customer Success Strategy (Brand Expedia)
Join to apply for the
Senior Manager - Customer Success Strategy (Brand Expedia)
role at
Expedia Group .
Base pay range $155,000.00/yr - $217,000.00/yr
Why Join Us? 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. 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 everyone wins. 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.
Introduction to the team Expedia Group’s Consumer Business has three flagship brands:
Expedia® – the one‑stop shop for travel, designed to help travelers get the most out of every trip by providing everything they need all in one place and feeling supported every step of the way.
Hotels.com® – the hotel expert that is all about giving travelers more of what they want – instant savings, flexible options, or rewards that are actually usable.
Vrbo® – the trusted vacation‑rental brand perfecting stays before they happen by helping travelers find their perfect fit, ensuring quality homes and hosts, and providing trusted support.
These teams set the strategic vision, operating plans, and investment priorities to create compelling and distinct traveler value and drive business growth. The team is responsible for effectively partnering with cross‑functional teams in Marketing, Product, Technology, Supply, Advertising, Servicing, and Corporate Functions to deliver the best traveler and business outcomes.
Responsibilities As a Senior Manager, you will lead strategies that drive customer acquisition and retention, deepen customer engagement, and enhance the end‑to‑end experience across key customer segments. You’ll focus on identifying customer needs, setting clear priorities, and turning insights into simple, helpful travel experiences. You collaborate across a highly matrixed organization, partnering with marketing, product, supply, and operations teams to deliver innovative solutions that attract, retain, and delight customers.
Partner cross‑functionally with marketing and product teams to establish and deliver customer growth goals.
Lead strategies to drive growth and new customer acquisition across priority segments.
Strengthen loyalty and retention by evolving programs and expanding global opportunities.
Define and deliver a best‑in‑class customer service strategy that supports long‑term growth.
Champion customer experience enhancements that improve satisfaction and profitability.
Experience & Qualifications
Bachelor’s degree and 8+ years of experience OR Master’s degree and 6+ years of experience.
Demonstrated experience in strategy and project execution.
Strong track record in shaping and executing customer‑centric strategies in a B2C context, with a passion for delivering exceptional experiences.
Ability to balance strategic thinking with a bias for action on end‑to‑end deliverables.
Can lead, run, and mobilize multiple stakeholders (including top executives) and balance multiple demands in a multifaceted fast‑paced environment.
Ambitious, self‑aware, and high‑ownership mindset.
Excellent problem‑solver with ability to synthesize and present complex concepts to both executive leadership and operational teams.
Benefits Expedia Group offers a wide range of benefits: medical/dental/vision, paid time off, Employee Assistance Program, wellness and travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.
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, reach out to our Recruiting Accommodations Team through the Accommodation Request.
Equal Opportunity Employer 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.
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Senior Manager - Customer Success Strategy (Brand Expedia)
role at
Expedia Group .
Base pay range $155,000.00/yr - $217,000.00/yr
Why Join Us? 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. 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 everyone wins. 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.
Introduction to the team Expedia Group’s Consumer Business has three flagship brands:
Expedia® – the one‑stop shop for travel, designed to help travelers get the most out of every trip by providing everything they need all in one place and feeling supported every step of the way.
Hotels.com® – the hotel expert that is all about giving travelers more of what they want – instant savings, flexible options, or rewards that are actually usable.
Vrbo® – the trusted vacation‑rental brand perfecting stays before they happen by helping travelers find their perfect fit, ensuring quality homes and hosts, and providing trusted support.
These teams set the strategic vision, operating plans, and investment priorities to create compelling and distinct traveler value and drive business growth. The team is responsible for effectively partnering with cross‑functional teams in Marketing, Product, Technology, Supply, Advertising, Servicing, and Corporate Functions to deliver the best traveler and business outcomes.
Responsibilities As a Senior Manager, you will lead strategies that drive customer acquisition and retention, deepen customer engagement, and enhance the end‑to‑end experience across key customer segments. You’ll focus on identifying customer needs, setting clear priorities, and turning insights into simple, helpful travel experiences. You collaborate across a highly matrixed organization, partnering with marketing, product, supply, and operations teams to deliver innovative solutions that attract, retain, and delight customers.
Partner cross‑functionally with marketing and product teams to establish and deliver customer growth goals.
Lead strategies to drive growth and new customer acquisition across priority segments.
Strengthen loyalty and retention by evolving programs and expanding global opportunities.
Define and deliver a best‑in‑class customer service strategy that supports long‑term growth.
Champion customer experience enhancements that improve satisfaction and profitability.
Experience & Qualifications
Bachelor’s degree and 8+ years of experience OR Master’s degree and 6+ years of experience.
Demonstrated experience in strategy and project execution.
Strong track record in shaping and executing customer‑centric strategies in a B2C context, with a passion for delivering exceptional experiences.
Ability to balance strategic thinking with a bias for action on end‑to‑end deliverables.
Can lead, run, and mobilize multiple stakeholders (including top executives) and balance multiple demands in a multifaceted fast‑paced environment.
Ambitious, self‑aware, and high‑ownership mindset.
Excellent problem‑solver with ability to synthesize and present complex concepts to both executive leadership and operational teams.
Benefits Expedia Group offers a wide range of benefits: medical/dental/vision, paid time off, Employee Assistance Program, wellness and travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.
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, reach out to our Recruiting Accommodations Team through the Accommodation Request.
Equal Opportunity Employer 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.
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