Senior Manager, Traveler Compensation Strategy

Expedia, Inc.; Greater London; Hybrid; GBP 90,000 - 150,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Wellness & travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a Senior Manager of Traveler Compensation Strategy to define and drive compensation policy across refunds, credits, and related treatments. You will partner with Operations, brands, and analytics to improve traveler outcomes and financial performance.

The role focuses on governance, strategy, and scalable solutions, balancing traveler experience with business value while delivering measurable impact.

Qualifications

• 8+ years in strategy, customer operations, finance, consulting, loss management, or related field.
• Experience leading complex cross-functional programs across multiple functions.
• Comfort with financial, operational, customer experience, and workforce metrics.

Responsibilities

• Lead traveler compensation strategy and initiatives with Operations and brands.
• Own traveler compensation policies across refunds, goodwill offers, credits, points, and related treatments.
• Serve as the primary strategic partner for compensation strategy with stakeholders across functions.
• Own ROI analysis and monitoring for major compensation spend and loss management initiatives.
• Partner with Product and Technology to integrate compensation treatments into self-service and agent tools.
• Maintain and publish a compensation and loss management scorecard with KPIs and risk management.

Skills

Strategy

Cross-functional

Finance

Loss management

Data analytics

AI applications

Job description

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Introduction to the Team

Our Corporate Functions are made up of teams that support Expedia Group, including our Global Finance Org., Traveler and Partner Service Platform, Legal Team, Strategy and Corporate Development Team, and People & Places Org.

The Senior Manager, Traveler Compensation Strategy role sits within the Traveler and Partner Service Platform and partners across Operations, brands, analytics, finance, legal, product, and technology to improve traveler outcomes and business performance.

Make an impact!

As an individual contributor, you will define and drive traveler compensation strategy across refunds, goodwill offers, credits, points, and related treatments. You will turn policy and data into scalable self-service and agent-facing solutions, strengthen recovery outcomes, improve operational efficiency, and deliver measurable financial impact.

In this role, you will:

• Lead traveler compensation strategy and initiatives in close partnership with Operations and brands, creating clarity on priorities, outcomes, and execution.
• Own traveler compensation policies and strategy across refunds, goodwill offers, credits, points, and related treatments, balancing traveler outcomes with business value.
• Serve as the primary strategic partner for compensation strategy, aligning recommendations, governance, and execution with Operations, brands, analytics, finance, legal, product, and technology partners.
• Own return-on-investment analysis and ongoing monitoring for major compensation spend and loss management initiatives, translating data into recommendations for senior leaders.
• Partner with Product and Technology to integrate compensation treatments into self-service and agent tools, translating policy and strategy into scalable experiences and clear requirements.
• Maintain and publish a compensation and loss management scorecard covering loss, recovery, customer experience, agent performance, spend, and return on investment; and provide program management for key initiatives through roadmaps, dependencies, milestones, and risk management.

Experience and Qualifications

• You have 8+ years of experience in strategy, customer operations, finance, consulting, loss management, or a related field.
• You have experience leading complex, cross-functional work and influencing partners across Operations, brands, finance, legal, product, and technology.
• You have led complex, cross-functional programs from strategy through implementation, including planning, governance, risk management, and measurable outcomes.
• You are comfortable analyzing financial, operational, customer experience, and workforce metrics, including spend and return on investment.
• You build trust with senior stakeholders and communicate complex ideas clearly in writing and presentations, using sound judgment and thoughtful influence.
• Preferred: You have experience in contact center operations, e-commerce, travel, or a comparable customer-facing environment, along with experience applying data and artificial intelligence to improve decisions, workflows, or customer experiences.

The total cash range for this position in Seattle is $146,000.00 to $204,500.00. Employees in this role have the potential to increase their pay up to $233,500.00, 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.

Benefits and perks

Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Equal Opportunity

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, veteran status, or any other characteristic protected by law. 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.