Senior Partner Improvement Analyst

Expedia, Inc.; Springfield (MO); On-site; USD 86,000 - 121,000; Full time

Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

Paid time off

Employee Assistance Program

Wellness benefits

Travel discounts

IATAN membership

Job summary

Expedia Group in Springfield, MO is seeking a Senior Partner Improvement Analyst to streamline operations within the Traveler & Partner Services Platform. You will lead process transformation and work with agents to improve efficiency and customer experience.

You will gather insights, define metrics, and partner with cross-functional teams across Expedia Group, driving changes that boost performance. Travel, collaboration, and a proactive approach are valued in this role.

Qualifications

• 2+ years of operational management experience in a dynamic customer care environment.
• Experience and success in developing and meeting/exceeding KPIs.
• Ability to map cross functional and detailed processes.
• Proven ability to solve complex problems in business processes; able to think about objectives from multiple perspectives and consider non-conventional ideas and approaches for achieving objectives
• High energy and a positive outlook with the passion to make things better at every opportunity.
• Outstanding verbal/written communication, collaboration, negotiation, and influencing skills.
• Proven ability to work autonomously in high pressure/demanding team.
• Comfort with ambiguous, constantly evolving situations.
• Self-starter with a high degree of motivation to go above and beyond the task at hand.
• Ability and willingness to travel, as required.

Responsibilities

• Execute process transformation - including discovery, current state analysis, future state design and scalability.
• Analyze current processes to identify inefficiencies and areas for improvement.
• Gather insights to continuously improve the business.
• Apply comprehensive knowledge of operations and processes to create process flows and steps that agents can adhere
• Provide SME and insights and be able to effectively participate in cross team, cross EG meetings.
• Identify key metrics for tracking process performance of initiatives.
• Assist in change management strategies for successful adoption of new processes.
• Communicate changes effectively to stakeholders, addressing concerns and managing resistance.
• Monitor process performance to ensure objectives are met and adjust as needed to achieve desired outcomes.
• Create compelling visual stories suitable for executive audiences across TPSP.
• Work collaboratively with diverse teams across EG.

Skills

Operational management

KPI development

Process mapping

Root cause analysis

Cross-functional collaboration

Stakeholder communication

Change management

Problem solving

Travel willingness

Autonomous working

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.

This is an opportunity to join one of the largest teams within Expedia Group, theTraveler & Partner Services Platform (TPSP). TPSP unites global support for Expedia Group’s travelers and supply partners across all EG brands and strategic partnerships. Within TPSP, you will join the Partner Improvement Team. We make things better for Lodging Operations (Vrbo, Hotel Partner) by uncovering opportunities to make operations better, faster, and more cost-effective. We own our own initiatives and work closely with and support other functions to increase the success of TPSP. We ensure agents have what they need to support the customer and improve overall operational metrics.

As a Senior Partner Improvement Analyst you'll be responsible for simplifying related processes through root cause analysis, positively impacting agent and customer experience in measurable terms.

In this role, you will:

• Execute process transformation - including discovery, current state analysis, future state design and scalability
• Analyze current processes to identify inefficiencies and areas for improvement
• Gather insights to continuously improve the business
• Apply comprehensive knowledge of operations and processes to create process flows and steps that agents can adhere
• Provide SME and insights and be able to effectively participate in cross team, cross EG meetings
• Identify key metrics for tracking process performance of initiatives
• Assist in change management strategies for successful adoption of new processes
• Communicate changes effectively to stakeholders, addressing concerns and managing resistance
• Monitor process performance to ensure objectives are met and adjust as needed to achieve desired outcomes
• Create compelling visual stories suitable for executive audiences across TPSP
• Work collaboratively with diverse teams across EG

Qualifications:

• 2+ years of Operational management experience in a dynamic and complex customer care environment
• Experience and proven success in developing and meeting/exceeding KPIs
• Ability to map cross functional and detailed complex processes
• Proven experience in solving complex problems in business processes; able to think about objectives from multiple perspectives and consider non-conventional ideas and approaches for achieving objectives
• Analyse to cross-EG cross-team cross-functional
• High energy and a positive outlook with the passion to make things better at every opportunity
• Outstanding verbal/written communication, collaboration, negotiation, and influencing skills
• Proven ability to work autonomously in high pressure/demanding team
• Comfort with ambiguous, constantly evolving situations
• Self-starter with a high degree of motivation to go above and beyond the task at hand.
• ,Ability and willingness to travel, as required

The total cash range for this position in Prague is Kč1,077,000.00 to Kč1,507,500.00. Employees in this role have the potential to increase their pay up to Kč1,723,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

The total cash range for this position in Austin is $104,000.00 to $145,500.00. Employees in this role have the potential to increase their pay up to $166,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

The total cash range for this position in Springfield is $86,000.00 to $120,500.00. Employees in this role have the potential to increase their pay up to $137,500.00, 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.

You can find the benefits for this location and any collective agreement that may apply here.

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.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

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.