About this role
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.
Traveler Service Manager, Premium
Introduction to the team
Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.
The Traveler Service Team defines how the network of Trusted Travel Advisors helps customers at every step of their travel experience.
We are seeking a highly motivated and flexible Manager of Traveler Service Operations with a strong background in contact center management, communications, and team building. This position will in a fast-paced traveler service organization and will play an integral role in establishing a new capability to directly manage the services that support our high-value travelers for all of Expedia Group. We are working to continuously enhance the traveler’s experience with personalized products and services to help all our Expedia Group customers, and we can’t wait for you to join us!
Specifically, this role will provide operational leadership including hiring, onboarding, culture building, operational process design and implementation. The position is high visibility and will be expected to represent this capability with leadership across Expedia Group. Our services are offered via chat and voice channels, and we operate in a 24*7 set up environment.
In this role, you will:
Establish partnerships across Brand teams and other internal teams to define, implement and manage the traveler service function for premium customers
Help Develop the support structure appropriate to team of 400 agents; Build an amazing, highly motivated, and capable team.
Partner to design and deliver an intentional onboarding program that connects new team members to the mission of serving our best travelers; energize the team to adopt a mission driven mindset
Partner to refine our training curriculum and trainee experience to best prepare this team to improve competence and ensure end-to-end resolution of traveler issues.
Use existing operational reporting to manage and optimize the business; use lived experience to develop requirements to continuously improve.
Create a culture of empowerment and resolution. This team must deliver the best service in the travel industry and truly value our traveler loyalty. Traveler issues must be owned and resolved without exception or hand-off.
Deliver strong results on key business KPIs.
Experience and Qualifications
10+ years of overall experience with at least 6+ years of progressive people leadership in large, matrixed environments.
Strong background in customer- or traveler-focused organizations; travel/hospitality experience preferred.
Proven ability to lead, influence, and develop large teams while delivering strong operational results.
Skilled at using data and analytics for performance assessment, decision-making, and process improvement.
Strong written and verbal communication skills with excellent attention to detail and organizational abilities.
Familiarity with call center technologies and experience operating across global regions.
Able to identify root causes, resolve escalations, and proactively highlight process or knowledge gaps.
Understands how team activities connect to business outcomes and works to maximize team impact.
Experienced in coaching, mentoring, performance evaluation, and creating individual development plans.
Sets clear expectations around roles, responsibilities, and decision-making while aligning teams to broader goals.
Effectively manages workloads, maintains team morale, and recognizes achievements.
Encourages collaboration, manages conflict transparently, and promotes an inclusive, diverse culture.
Skilled at driving organizational change, launching new initiatives, and influencing stakeholders.
Demonstrates strong judgment, initiative, creativity, and comfort with calculated risks.
Builds trusting relationships and operates effectively in lean, entrepreneurial, and global environments.
Communicates openly and transparently; responds appropriately to diverse needs and perspectives.
Shows high levels of responsibility, commitment, and focus on customer satisfaction.
Passionate about solving problems resourcefully and delivering exceptional partner and traveler experiences.
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, religion, gender, sexual orientation, national origin, disability or age.Other facts
About Expedia Group
At Expedia Group (NASDAQ: EXPE), we believe travel is a force for good – it opens minds, builds connections, and bridges divides. We create transformative tech that enables unforgettable experiences for all travelers, everywhere. Our trusted family of brands are known and loved by millions, and we power more trips than anyone else. To learn more about our vision of a more open world through travel, visit www.expediagroup.com.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. If you require an accommodation or adjustment for any part of the application or recruitment process, please let us know by completing our Accommodation Request Form or contacting your recruiter.
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 about who they are. We do not send job offers via email, or any other messaging tools, to individuals we have not had prior contact with. Our email domain is @expediagroup.com. Our official careers website, where you can to find and apply for job openings, is careers.expediagroup.com/jobs.
If you require customer service support to cancel, change or ask about a refund for your trip, you can connect with our 24/7 Virtual Agent through the following links:
Expedia: https://www.expedia.com/helpcenter
Hotels.com: https://service.hotels.com/en-us/
Vrbo: https://help.vrbo.com/
For additional assistance, direct message us on Twitter @ExpediaHelp with your itinerary number and email address: https://twitter.com/ExpediaHelp
What you'll do
- The Traveler Service Manager will provide operational leadership, including hiring, onboarding, and culture building for a team of 400 agents. This role will also involve establishing partnerships across brand teams to manage the traveler service function for premium customers.
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