Senior Process Improvement Analyst – Travel Ops

PowerToFly; Springfield (MO); On-site; USD 86,000 - 121,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Paid time off

Employee Assistance Program

Wellness & travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a Senior Partner Improvement Analyst to join the Traveler & Partner Services Platform. You will simplify processes through root cause analysis and drive measurable improvements in agent and customer experience.

In this role you will transform processes, map current and future states, track key metrics, and collaborate with cross-functional teams across EG to deliver scalable changes. Occasional travel may be required.

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 complex processes.
• Proven problem-solving skills in business processes and ability to consider multiple perspectives.

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.
• Create process flows and steps that agents can adhere to.
• Provide SME insights and participate in cross-team meetings.
• Identify key metrics for tracking process performance of initiatives.
• Assist in change management strategies for adoption of new processes.
• Communicate changes to stakeholders and manage resistance.
• Monitor process performance and adjust as needed to meet objectives.
• Create visual stories for executive audiences across TPSP.
• Collaborate with diverse teams across Expedia Group.

Skills

Operational management

KPI development

Process mapping

Root cause analysis

Cross-functional

Collaboration

Communication

Work autonomously

Change management

Stakeholder management

Travel willingness

Job description

Expedia Group is seeking a Senior Partner Improvement Analyst to join the Traveler & Partner Services Platform. You will simplify processes through root cause analysis and drive measurable improvements in agent and customer experience.

In this role you will transform processes, map current and future states, track key metrics, and collaborate with cross-functional teams across EG to deliver scalable changes. Occasional travel may be required.