Traveler Experience Improvement Manager

Expedia; Austin (TX); On-site; USD 111,000 - 155,000; Full time

Job summary

Expedia Group is seeking a seasoned Operations Manager to lead traveler experience initiatives for the Vrbo Traveler Improvement team in Austin. You will analyze performance data, drive process improvements, and collaborate with multiple teams to enhance customer journeys across Expedia’s brands.

Strong analytical and cross-functional leadership are essential. The role emphasizes optimizing KPIs, managing changes, and delivering measurable benefits to travelers, partners, and internal

Qualifications

• 5–7 years of operational management experience in customer services within travel industry.
• Strong track record of exceeding KPIs and SLAs with sharp analytical skills.
• Experience leading cross-functional initiatives and managing change.
• Excellent communication and collaboration skills with stakeholders.

Responsibilities

• Analyzes trends of process, product and experience to identify optimization opportunities.
• Builds subject matter expertise of tools, policies, and processes.
• Represents team with internal and external stakeholders as a point of contact.
• Measures customer satisfaction and KPI impact of initiatives.
• Collaborates with Vrbo/Expedia teams to improve agent/partner experiences.

Skills

Operational management

Process improvement

Performance analysis

Cross-functional leadership

Stakeholder engagement

Tools

MS Office

Job description

Expedia Group is seeking a seasoned Operations Manager to lead traveler experience initiatives for the Vrbo Traveler Improvement team in Austin. You will analyze performance data, drive process improvements, and collaborate with multiple teams to enhance customer journeys across Expedia’s brands.

Strong analytical and cross-functional leadership are essential. The role emphasizes optimizing KPIs, managing changes, and delivering measurable benefits to travelers, partners, and internal