Onboarding & Maintenance Specialist

Expedia; Seattle (WA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Travel discounts

Job summary

Expedia Group is seeking an Onboarding and Maintenance Specialist for the Hotel Partner Solutions team in Seattle. You will onboard new partners, enable products, set up content, and load merchandising campaigns while tracking KPIs and collaborating with cross-functional teams.

You will work with Excel and SQL, Salesforce, and JIRA, with strong communication and problem-solving skills required to succeed in a fast-changing travel technology environment.

Qualifications

• Experience in implementation management, client services project management, or engagement management or similar in a partner-facing role.
• Strong experience with Excel and working with large data sets; experience running SQL queries preferred.
• Experience with Salesforce, Outlook, Slack, and issue-tracking software (JIRA, etc.).
• Experience with XML and JSON preferred but not required.
• Strong oral and written communication skills; experience dealing with a diverse and international team.
• Solid problem solving/analysis and decision-making abilities.
• Good organizational, process, and project management skills.
• Ability to learn new software and technical processes quickly.
• Experience reporting on results and adjusting procedures to improve results.

Responsibilities

• Onboard net new connected partners and connected partner conversions.
• Enable Products for existing partners, including creating and modifying room types, rate plans, property settings and property content.
• Load new merchandising campaigns in conjunction with commercial teams.
• Track and provide data on key performance indicators, including timelines and handle times.
• Communicate updates with partners and internal stakeholders across various teams.
• Collaborate with internal teams to troubleshoot problems affecting partners and ensure optimal account performance during onboarding and product enablement.
• Develop processes improvements to provide quick yet thorough responses to internal and external partners, maintain feedback loops and collaborate with senior team members to ensure the voice of the partner is heard.
• Participate in critical initiatives related to Expedia Group goals, including empowering partners to leverage EG tools and capabilities.

Skills

Excel

SQL queries

Data analysis

Communication

Project management

Problem solving

Adaptability

Collaboration

Tools

Salesforce

Outlook

Slack

JIRA

XML

JSON

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

The Onboarding and Maintenance Specialist is a member of the Hotel Partner Solutions Onboarding & Maintenance team, part of Global Connectivity and Partner Solutions team, and works with our API-connected strategic partners to enable their properties on the Expedia Group platform. The Onboarding & Maintenance Specialist will complete partner information collection, property configuration, product enablement, and partner training.

Responsibilities

• Onboard net new connected partners and connected partner conversions
• Enable Products for existing partners, including but not limited to, creating, and modifying room types, rate plans, property settings and property content
• Load new merchandising campaigns in conjunction with commercial teams
• Track and provide data on key performance indicators, including timelines and handle times
• Communicate updates with partners and internal stakeholders across various teams
• Collaborate with internal teams to troubleshoot problems affecting partners and ensure optimal account performance during onboarding and product enablement
• Develop processes improvements to provide quick yet thorough responses to internal and external partners, maintain feedback loops and collaborate with senior team members to ensure the voice of the partner is heard
• Participate in critical initiatives related to Expedia Group goals, including empowering partners to leverage EG tools and capabilities

Experience and Qualifications

• Experience in implementation management, client services project management, or engagement management or similar experience in a partner-facing role
• Strong experience with Excel and working with large sets of data; experience running SQL queries preferred but not required
• Experience with Salesforce, Outlook, Slack, and issue-tracking software (JIRA, etc.)
• Experience with XML and JSON preferred but not required
• Strong oral and written communication skills; experience dealing with a diverse and international team
• Solid problem solving/analysis and decision-making abilities
• Good organizational, process, and project management skills
• Ability to learn new software and technical processes quickly
• Experience reporting on results and adjusting procedures to improve results
• A flexible, hands-on approach with strong initiative and motivation to work in a constantly changing environment

The total cash range for this position in Seattle is $64,500.00 to $90,000.00. Employees in this role have the potential to increase their pay up to $103,000.00, 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.

Equal Opportunity

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.

About Expedia Group

Expedia Group™ connects travelers, partners, and advertisers through its trusted brands, leading technology, and rich first-party data, delivering predictive, personalized experiences that shape the future of travel. Expedia Group’s ecosystem includes three flagship consumer brands - Expedia®, Hotels.com®, and Vrbo® - the largest B2B travel business, and a premier advertising network. Guided by an experienced and passionate global team, Expedia Group helps millions of travelers in more than 70 countries explore the world with confidence and ease.