Customer Experience Manager, APAC (Japanese) / カスタマーエクスペリエンスマネージャ, APAC (日本語)

Expedia Group; Selangor; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A global travel technology company is seeking a Customer Experience Manager, APAC (Japanese) to optimize customer interactions and improve service operations. This role requires proficiency in English and Japanese, with a bachelor's or master's degree preferred. Candidates will analyze trends, manage customer support operations, and work with diverse teams to enhance customer satisfaction. The position is open in Malaysia and Japan, offering immigration assistance for relocations.

Benefits

Full benefits package

Exciting travel perks

Generous time-off and parental leave

Career development resources

Flexible work model

Qualifications

• Proficiency in English and Japanese is mandatory.
• Bachelor’s or Master’s degree; equivalent experience (5+ years with a bachelor’s, 3+ years with a master’s).
• Experience in Customer/Partner Support and Operations.

Responsibilities

• Analyze trends in customer experience to identify optimization opportunities.
• Build relationships with key stakeholders for escalations.
• Measure customer satisfaction and effectiveness of changes.

Skills

Proficiency in English

Proficiency in Japanese

Customer Support Experience

Operational Flexibility

Education

Bachelor’s or Master’s degree

Job description

Job Title

Customer Experience Manager, APAC (Japanese) / カスタマーエクスペリエンスマネージャ, APAC (日本語)

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 everyone knows 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.

Team Overview

The Corporate Functions teams support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability. Our team manages Customer Operations for International Retail Customers through a network of vendors based across Europe, Asia, North America and Latin America.

In this role, you will:

• Analyze trends of cost and experience by journey, product, intent, channel, and/or customer* to identify optimization and performance improvement opportunities.
• Build working knowledge of customer* tools, products, policies, and processes.
• Provide subject‑matter expert insights where appropriate and required.
• Build relationships with key individuals within the team, department, organization, and external partners.
• Represent the team as the key point of contact for escalations internally and externally.
• Monitor and ensure KPIs are delivered and contribute to overall customer* experience goals.
• Identify reasons for fluctuations against KPIs and remediate.
• Actively manage the company’s large network of call‑center partners.
• Ensure contact centers proactively escalating issues/bugs and business‑as‑usual opportunities for brand sites, agent tools, and suppliers to reduce customer* effort and increase efficiency.
• Ensure the appropriate handling of any business‑continuity incident.
• Gather pertinent information about a problem by analyzing data and patterns, identifying underlying issues.
• Research and recommend detailed solutions to resolve problems.
• Implement solutions based on advanced knowledge of standard practices, escalating complex or unprecedented issues as needed.
• Seek solutions that go beyond individual customer* resolution, focusing on preventing poor experiences and working with teams across the business to implement them.
• Represent the team or function in cross‑functional projects and initiatives as an SME.
• Measure and assess customer* satisfaction, efficiency, and effectiveness of changes with data collection methods and procedures, or identify relevant existing data.
• Use relevant data sources to analyze and measure the impact of initiatives and projects.
• Deliver detailed information about the uses and values of the company’s products/offering.
• Map journeys across product, intent, and platform offering.
• Contribute and develop a summary of business performance to key stakeholders.
• Keep management informed on progress to goal and status.
• Demonstrate ability to manage several tasks and meet deliverable deadlines.
• Use judgement to determine the relative impact and urgency of individual tasks.

Experience and Qualifications

• Proficiency in English and Japanese.
• Bachelor’s or Master’s degree in any field; or equivalent related experience (5+ years with a bachelor’s, 3+ years with a master’s).
• Experience in Customer/Partner Support and Operations.
• Developing an in‑depth understanding of customers’ organization, key offerings, and business goals and challenges.
• Appropriately making difficult trade‑offs on time and resources when faced with conflicting demands and high‑priority deadlines.
• Flexibility to travel and adapt shifts.

Note

1. This role is open in Japan and Malaysia.
2. Expedia will provide immigration and relocation assistance for candidates who want to move to Malaysia.

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.

Equal Employment 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, religion, gender, sexual orientation, national origin, disability or age.