Manager, Lodging Content Operations at Expedia Group

| Bellevue
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Expedia

Expedia Group is currently looking for motivated individuals, with a bias to action, and who have an obsession for customer satisfaction to join our Market Operations contract centre team.

The Market Operations Team provides information, support, and training to our valued property partners and internal Expedia sales teams. With teams in more than 35 locations around the world, we are passionate about fast and effective operations with our primary goal of providing resolution the first time, every time. We value learning and development and invest heavily in our groups to provide an extraordinary environment for growth and the ability to pursue your career dreams.

In this position, you will serve your team through open communication, setting clear goals and paths, and enabling collaboration with other teams to innovate standards and maintain high-quality content for both our newly acquired properties and our customer’s needs. You will partner with market management and Expedia Group brands and lead the team to provide inbound and outbound support to our hotel and property partners. By putting yourself in the shoes of the partner, you will help them attract travellers.

Primary customers are Brand Customers, Sales team (Market Management) and hotel partners. By putting yourself in the shoes of the partner, you will help them attract travellers

What you'll do

  • Motivational leadership of team in a high volume atmosphere with strong sales partnership in delivering the right solution for each unique property type.
  • Supervise and track Service Level performance to identify drivers and solve systemic issues negatively impacting partner and customer experience.
  • Continuous improvement of processes and workflow analysis
  • Ongoing training, career path development and soft skills/employee development of team
  • Accurate reporting and tracking of operational performance; developing action plans
  • Monitor progress towards all performance metrics – average handle times and quality of service
  • Leadership by example – excellent service and partner support focus
  • Developing communication plans to ensure key partners are kept apprised of status and issues.
  • Lead team in existing processes and urge out of the box thinking in order to drive improvement to all processes and procedures from the front line

Who you are

  • Proficiency in English and language skills
  • University Degree; or equivalent
  • 3-5 years’ experience in leading teams with varied strengths
  • Experience in process development and improvement
  • Proven successful record of managing operations or call center teams
  • Excellent communication and social skills
  • Strong analytical skills including trending, forecasting, financial and performance management
  • Demonstrated ability to work autonomously
  • Positive and solution-oriented attitude

Relentlessly Strive for Better

  • Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers
  • Generates new ideas, challenges the status quo, takes risks, supports change, encourages innovation, solves problems creatively

Have a Bias to Action

  • Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development
  • Manages a fair workload, prioritizes tasks, develops good work procedures, manages time well, handles information flow and spends majority of time and resources on high priority items
  • Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability

Be Open and Honest

  • Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, listens carefully and considers what others have to say, including differing viewpoints
  • Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad

Be Data Driven and Business Judgement Led

  • Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, communicates decisions to others

Why join us

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

Diversity statement

Expedia is committed to creating an inclusive work environment with a diverse workforce. All applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • AWSLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • CakePHPFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • HBaseDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • TeradataDatabases

Location

Our new Seattle campus in Interbay is on the beach with sweeping views of the Puget Sound and Cascades.

An Insider's view of Expedia Group

What's something quirky about your company?

Everyone is obsessed with travel…Really! No matter who you are working with or run into in the halls you somehow always land on travel, where you have been, where you want to go or what is the next trip you are planning. Talk about a company with passion!

Laura

Recruiter

What's the biggest problem your team is solving?

In today's world, when you travel, you need things at your fingertips! Imagine you pull up your phone, click a few buttons, type some messages and get the answers to your travel needs quickly. That's what my team and I do - we give customers a rich experience to chat with a virtual assistant on any device and solve their travel problems right away!

Urja

Sr Technology Lead

What makes someone successful on your team?

Accept whatever starting point you have and creatively work with it to organically take a feature area, the team’s culture, and cross-org relationships to the next level. Don’t just take at face value your instructions, but turn every stone to solve user problems with joy and passion. The resulting impact is a sure sign of success.

Lawrence

Senior Technical Program Manager

What are some things you learned at the company?

What got you here today, will not get you there tomorrow. I believe this applies both organizationally and professionally; in order to maintain success, you must continuously evolve, challenge yourself, and take learnings from your mistakes.

Nicholas

Sr. Director, Finance

What are Expedia Group Perks + Benefits

Culture
Volunteer in local community
Day of Caring Volunteer Hours match
Friends outside of work
Eat lunch together
Intracompany committees
Check out our employee resource groups here: https://www.expediagroup.com/about/diversity-inclusion/
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We believe everyone deserves - NEEDS - time away from the office and we encourage employees to take advantage of their paid time off. We offer travel discounts to make it even easier to get out and see the world.

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