Customer Experience Manager

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Customer Experience Manager

Introduction to the Team

Our Corporate Functions support the broader organization through strategic and operational excellence across domains such as Employee Communications, Finance, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

This role sits within our Customer Operations team, which manages support for international retail customers through a global network of vendor partners across Europe, Asia, North Africa, and Latin America.

As a Customer Experience Manager, you will serve as a functional expert for your domain, driving initiatives cross-functionally within and beyond the division to deliver on operational and customer experience goals. You will develop a deep understanding of our customers’ organizations, key offerings, and business challenges to better anticipate and meet their needs.

In this Role, You Will:

• Analyze trends in cost and experience across journey, product, intent, channel, and customer to identify performance improvement opportunities.

• Build working knowledge of customer tools, products, policies, and processes.

• Provide subject matter expert insights to internal and external stakeholders.

• Build strong relationships across teams, departments, and external partners.

• Act as a key point of contact for escalations, both internally and externally.

• Monitor and ensure delivery of KPIs aligned with customer experience goals.

• Identify root causes of KPI fluctuations through data analysis, call listening, and escalation reviews.

• Manage a large network of call center partners, ensuring proactive issue escalation and resolution.

• Oversee business continuity incidents and ensure appropriate handling.

• Analyze data and patterns to identify underlying issues and recommend detailed solutions.

• Implement solutions based on best practices and escalate complex issues as needed.

• Focus on long-term customer experience improvements beyond individual resolutions.

• Represent the team in cross-functional projects and initiatives as a subject matter expert.

• Measure and assess customer satisfaction and operational efficiency using relevant data sources.

• Deliver insights on product usage and value to stakeholders.

• Create journey maps across product, intent, and platform offerings.

• Contribute to business performance summaries and keep leadership informed on progress and status.

• Manage multiple tasks and meet deliverable deadlines using sound judgment and prioritization.

• Make strategic trade-offs on time and resources when faced with competing demands.

Experience and Qualifications

• Bachelor’s or Master’s degree in any field, or equivalent related experience.
  8+ years with a Bachelor’s degree 5+ years with a Master’s degree

• Proven experience in Customer/Partner Support and Operations.

• Strong analytical and problem-solving capabilities.

• Ability to manage vendor relationships and drive performance.

• Excellent communication and stakeholder management skills.

• Flexibility to travel and adapt to shifting schedules.
  

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.