Senior Manager, Customer Experience

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.

Make an Impact:

As a Senior Manager in our Customer Experience Vendor Operations team, you will be a strategic leader responsible for overseeing large-scale outsourced contact center operations across multiple global regions. You’ll drive performance, optimize customer journeys, and ensure our vendor partners deliver exceptional service to millions of travelers. This role is ideal for a seasoned operator with deep vendor management expertise, a global mindset, and a passion for delivering results through data, people, and process excellence.

In this role you will:

• Lead vendor operations across multiple global sites managing contact centers with 850+ agents.
• Own performance delivery across key KPIs including Net Promoter Score (NPS), Average Handle Time (AHT), Cost per Contact, and First Contact Resolution (FCR).
• Build strategic relationships with BPO partners and internal stakeholders to drive operational excellence and customer satisfaction.
• Act as a key escalation point, ensuring timely resolution of issues and proactive identification of improvement opportunities.
• Analyze customer journeys across product, intent, and platform to identify friction points and drive optimization.
• Represent the function in cross-functional initiatives, contributing subject matter expertise and influencing outcomes.
• Drive business continuity planning, ensuring readiness and resilience across vendor operations.
• Correlate actions to outcomes, using data to demonstrate impact and inform decision-making.
• Contribute to organizational strategy, preparing for future leadership roles and supporting succession planning.
• Foster a high-performance culture, balancing business results with employee well-being and development.

Experience and Qualifications:

• 10+ years of experience in customer experience, operations, or vendor management, ideally within tech, travel, telco, or hospitality industries.
• Proven success managing large-scale operations (1,000+ agents), preferably across multiple geographies and cultures.
• Strong understanding of vendor frameworks, SLAs, and performance scorecards.
• Led process optimization initiatives that resulted in measurable improvements in key metrics such as: Net Promoter Score, Average Handle Time, Cost per Contact, and First Contact Resolution
• Demonstrated ability to lead change management initiatives and scale operations across diverse regions.
• High proficiency in CRM and Workforce Management platforms interpreting data from dashboards, call listening tools, and customer journey mapping platforms.
• Strong stakeholder management and cross-functional collaboration skills.
• Experience correlating operational actions to measurable improvements in KPIs.
• Entrepreneurial mindset with a bias for action and continuous improvement.
• High emotional intelligence, humility, and a commitment to learning and development.
• Comfortable working in a fast-paced, global environment with a strong focus on results and collaboration.

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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.