Traveler Experience Optimization Manager

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

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Wellness and travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group, including the Vrbo Traveler Improvement Team, seeks an experienced operations leader in Austin to drive performance and process enhancements across traveler interactions. You’ll leverage data to optimize customer journeys, manage cross-functional projects, and collaborate with teams across Vrbo/Expedia to elevate the traveler experience.

With 5–7 years in travel-operations, you’ll monitor KPIs, lead change, and mentor teams to sustain improvements while delivering measurable

Qualifications

• 5–7 years of operational management experience in customer services within the travel industry.
• Proven track record of exceeding KPIs and SLAs with data-driven insights.
• Experience leading cross-functional initiatives and managing change.
• Strong presentation, stakeholder engagement, and leadership skills.
• Proficient in MS Office; experience in travel or eCommerce environments is a plus.

Responsibilities

• Analyzes trends of process, product, and experience to identify optimization opportunities.
• Builds subject matter expert knowledge of tools, products, policies, and processes.
• Represents team as key point of contact with internal and external stakeholders.
• Monitors and ensures KPIs are delivered and contribute to company goals.
• Collaborates across Vrbo/Expedia to improve agent/partner experience and customer journey.
• Measures customer satisfaction, efficiency, and impact of changes using data.

Skills

Operational management

KPI & SLA tracking

Cross-functional leadership

Data analysis

MS Office

Tools

MS Excel

CRM systems

Job description

Expedia Group, including the Vrbo Traveler Improvement Team, seeks an experienced operations leader in Austin to drive performance and process enhancements across traveler interactions. You’ll leverage data to optimize customer journeys, manage cross-functional projects, and collaborate with teams across Vrbo/Expedia to elevate the traveler experience.

With 5–7 years in travel-operations, you’ll monitor KPIs, lead change, and mentor teams to sustain improvements while delivering measurable