Director, PLS Customer Experience EMEA & APAC

Expedia Group; London; Hybrid; GBP 100,000 - 130,000; Full time

Job summary

A global travel technology company in London is seeking a Director for PLS Customer Experience, EMEA & APAC. The role involves leading the development of world-class partner servicing, utilizing strategic leadership and operational excellence to support scalable growth and enhance partner experience. Ideal candidates will have proven experience in leadership and a strong grasp of data-driven decision making. The position offers a hybrid work model and an inclusive work environment.

Benefits

Exciting travel perks

Generous time-off

Parental leave

Flexible work model

Career development resources

Qualifications

• Proven leadership experience in a fast-paced environment.
• Expertise in partner servicing and operational strategy.
• Solid understanding of data analytics and reporting frameworks.

Responsibilities

• Lead the development of partner servicing across EMEA and APAC.
• Define servicing strategies for various operations.
• Establish reporting frameworks for performance monitoring.

Skills

Stakeholder management

Data-driven decision making

Cross-functional collaboration

Operational excellence

Program management

Job description

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Director, PLS Customer Experience EMEA & APAC, London

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Client:

Expedia Group

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

b8f2f0b8ddeb

Job Views:

11

Posted:

11.08.2025

Expiry Date:

25.09.2025

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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.

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.

As Director, PLS Customer Experience for EMEA and APAC, you will lead the development and delivery of world-class partner servicing across EMEA and APAC, two of our most dynamic and high growth regions. This role combines strategic leadership, operational excellence, stakeholder management and people management to ensure our servicing capabilities support scalable growth, elevate partner experience, and deliver on contractual and commercial commitments.

You will represent TPSP Servicing on the regional PLS commercial leadership teams in APAC and EMEA, working closely with global cross-functional partners in sales, product, operations, and technology. Leading high-performing regional teams and influencing across global teams and vendor networks, you’ll ensure the servicing model is resilient, scalable, cost-effective, and tightly aligned with both regional needs and global strategy. This role is pivotal in shaping how we support partners at scale – combining operational rigor with partner-centric innovation to enable sustainable growth in two of our most high profile regions.

In this role, you will focus on;

Strategic Servicing Leadership

• Define and evolve the servicing strategy for both A2A and CDS operations, supporting RAPID API and TAAP demand partners across EMEA and APAC.
• Deliver against key financial targets including cost per call, cost per transaction, contact propensity, service levels, and partner satisfaction.
• Develop segmented partner servicing frameworks tailored to key RAPID partners by region, ensuring differentiated and value-aligned experiences.
• Gain and apply competitive and industry insights to ensure our servicing model remains best-in-class, scalable, and regionally competitive.

Data-Driven Operational Excellence

• Use data to identify and deploy optimal servicing channels for both traveler and agency needs across partner types.
• Establish and lead reporting frameworks and business review cadences that provide visibility into performance, trends, and strategic risks.
• Drive insight-based narrative development to help internal stakeholders and partners understand performance against key KPIs and servicing benchmarks.
• Define and communicate remedial action plans to address underperformance relative to contractual obligations and agreed targets.
• Prioritize and escalate platform bugs based on operational impact and key metrics, in partnership with product and engineering teams.

Cross-Functional & Regional Enablement

• Collaborate with Retail Ops and Vendor Management to ensure optimal staffing, quality controls, and performance management across servicing operations.
• Ensure vendor servicing footprint is scalable and competitive, with language and channel coverage that meets regional partner expectations.
• Drive enhancements in escalation management and intent recognition, improving issue resolution quality and experience across languages and lines of business.
• Support regional PLS commercial teams in partner-facing engagements (including RFPs and business development forums), ensuring servicing capabilities are well-represented.
• Partner on strategic planning with regional PLS teams to align servicing goals with broader commercial and operational priorities, offering consultative guidance on implementation.

Program Delivery & Continuous Improvement

• Lead the delivery of complex, cross-functional programs, ensuring outcomes are met across regional stakeholders and global dependencies.
• Implement governance, risk management, and execution frameworks to ensure delivery discipline and long-term servicing reliability.
• Champion continuous improvement initiatives, using data and stakeholder feedback to improve servicing performance, partner experience, and cost efficiency.
• Align regional and global teams around strategic servicing goals, acting as a key integrator and unifier across functions and time zones.
• Lead and develop a cross-regional team, supporting their growth, engagement, and alignment to business outcomes.
• Provide coaching and guidance to team members, fostering a high-performance culture rooted in accountability, transparency, and development.
• Create a collaborative, inclusive environment where team members feel empowered to innovate and solve complex servicing challenges.

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 .

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 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.

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.

As Director, PLS Customer Experience for EMEA and APAC, you will lead the development and delivery of world-class partner servicing across EMEA and APAC, two of our most dynamic and high growth regions. This role combines strategic leadership, operational excellence, stakeholder management and people management to ensure our servicing capabilities support scalable growth, elevate partner experience, and deliver on contractual and commercial commitments.

You will represent TPSP Servicing on the regional PLS commercial leadership teams in APAC and EMEA, working closely with global cross-functional partners in sales, product, operations, and technology. Leading high-performing regional teams and influencing across global teams and vendor networks, you’ll ensure the servicing model is resilient, scalable, cost-effective, and tightly aligned with both regional needs and global strategy. This role is pivotal in shaping how we support partners at scale – combining operational rigor with partner-centric innovation to enable sustainable growth in two of our most high profile regions.

In this role, you will focus on;

Strategic Servicing Leadership

• Define and evolve the servicing strategy for both A2A and CDS operations, supporting RAPID API and TAAP demand partners across EMEA and APAC.
• Deliver against key financial targets including cost per call, cost per transaction, contact propensity, service levels, and partner satisfaction.
• Develop segmented partner servicing frameworks tailored to key RAPID partners by region, ensuring differentiated and value-aligned experiences.
• Gain and apply competitive and industry insights to ensure our servicing model remains best-in-class, scalable, and regionally competitive.

Data-Driven Operational Excellence

• Use data to identify and deploy optimal servicing channels for both traveler and agency needs across partner types.
• Establish and lead reporting frameworks and business review cadences that provide visibility into performance, trends, and strategic risks.
• Drive insight-based narrative development to help internal stakeholders and partners understand performance against key KPIs and servicing benchmarks.
• Define and communicate remedial action plans to address underperformance relative to contractual obligations and agreed targets.
• Prioritize and escalate platform bugs based on operational impact and key metrics, in partnership with product and engineering teams.

Cross-Functional & Regional Enablement

• Collaborate with Retail Ops and Vendor Management to ensure optimal staffing, quality controls, and performance management across servicing operations.
• Ensure vendor servicing footprint is scalable and competitive, with language and channel coverage that meets regional partner expectations.
• Drive enhancements in escalation management and intent recognition, improving issue resolution quality and experience across languages and lines of business.
• Support regional PLS commercial teams in partner-facing engagements (including RFPs and business development forums), ensuring servicing capabilities are well-represented.
• Partner on strategic planning with regional PLS teams to align servicing goals with broader commercial and operational priorities, offering consultative guidance on implementation.

Program Delivery & Continuous Improvement

• Lead the delivery of complex, cross-functional programs, ensuring outcomes are met across regional stakeholders and global dependencies.
• Implement governance, risk management, and execution frameworks to ensure delivery discipline and long-term servicing reliability.
• Champion continuous improvement initiatives, using data and stakeholder feedback to improve servicing performance, partner experience, and cost efficiency.
• Align regional and global teams around strategic servicing goals, acting as a key integrator and unifier across functions and time zones.

People Leadership

• Lead and develop a cross-regional team, supporting their growth, engagement, and alignment to business outcomes.
• Provide coaching and guidance to team members, fostering a high-performance culture rooted in accountability, transparency, and development.
• Create a collaborative, inclusive environment where team members feel empowered to innovate and solve complex servicing challenges.

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 .

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 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.