Senior Manager, Vrbo Traveler Improvement

Expedia Group; London; On-site; CAD 314,000; Full time

Job summary

A leading travel technology company in London, Ontario, is seeking a Senior Manager of Lodging Operations. This role is crucial for improving traveler-related processes and enhancing customer experience. The ideal candidate will have extensive operational experience and a strong focus on data analysis to drive efficiency and effectiveness. Offering competitive compensation and benefits, including travel reimbursements and health coverage.

Benefits

Medical/dental/vision benefits

Paid time off

Wellness reimbursement

Travel discounts

Qualifications

• 5+ years of operational management experience in a dynamic environment.
• Proven success in developing and exceeding KPIs.
• Ability to interpret and present detailed analysis.
• Experience in managing large-scale projects.

Responsibilities

• Lead process transformation initiatives.
• Develop business cases for efficiency improvements.
• Communicate Lodging Improvement vision and strategy.
• Collaborate across diverse teams for alignment.
• Generate insightful reports for business reviews.

Skills

Operational management

Data analysis

Process reengineering

Project management

Communication

Job description

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.

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. The 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. The role delivers insights and solutions that help operational teams better address customer inquiries, concerns, and feedback. Beyond working with operations, the Senior Manager will negotiate and influence stakeholders to drive innovative solutions increasing team efficiency and effectiveness. The role will drive a team of lodging improvement analysts to make scalable changes based on analyzing performance, trends, and operational needs, and implement strategies to reach targets and create better experiences in travel. Establish improvement initiatives aligned with TPSP Operations objectives and priorities.

In this role you will :

• Lead all aspects of process transformation – 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 and continuous improvement, mastering best practices and methodologies to accomplish goals
• Act as a key communicator of the Lodging Improvement Traveler vision, creating and communicating executive communications and value propositions to ensure buy-in; 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 coaching, mentoring, and knowledge-sharing to advance career development; manage and review team members' work products
• Build out playbooks for proactively raising issues and BAU opportunities for hotel traveler and Vrbo teams to reduce customer effort and grow efficiency
• Provide SME insights and contribute to cross-functional swarms with actionable recommendations based on data insights and analysis
• Monitor key performance indicators in alignment with business objectives for trend analysis in the pursuit of continuous improvement
• Create compelling visual stories for executive audiences across TPSP
• Collaborate with diverse teams across EG and act as a bridge between departments to facilitate communication and ensure alignment
• Contribute to successful adoption of new products, policies, processes, and tools
• Regularly generate insightful reports to support business reviews with senior leaders, driving 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
• Mastery of working in a data-heavy environment with the ability to interpret and present clear analysis and actions with attention to detail
• Ability to map cross-functional and detailed complex processes
• Experience managing and delivering large-scale projects and transformation programs, with the ability to manage multiple concurrent programs
• Proven experience solving complex problems in business processes; capable of considering multiple perspectives and non-conventional ideas to achieve objectives
• High energy and a positive outlook with a passion to improve at every opportunity
• Outstanding verbal/written communication, collaboration, negotiation, and influencing skills
• Ability to direct, motivate, and empower others toward organizational goals
• Proven ability to work autonomously in high-pressure, demanding teams
• Comfort with ambiguity and evolving situations; self-starter with motivation to go above and beyond
• Ability and willingness to travel up to 50%, as required
• LI-MC1

Compensation & Benefits

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 location, budget, and an individual9s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group offers a wide range of benefits including medical/dental/vision, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and 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 health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named a Best Place to Work on Glassdoor in 2024 and to 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

Expedia Group is committed to an inclusive work environment. 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 and will provide necessary work authorization information as part of the onboarding process.