Senior Partner Process 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

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.