Senior Process Solutions Manager at Expedia Group

| Bellevue
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Expedia

Expedia is seeking a Sr. Process Solutions Manager within the Enablement Solutions organization of Lodging Partner Services (LPS). This position sits within the Process Solutions Team and is a critical support role that uses continuous improvement, lean, and project management principals to execute on initiatives. The Sr. Process Solutions Manager directly supports the LPS strategy and operational plans. It requires the incumbent to collaborate and partner globally and across different teams and organizations. It is critical to understand business needs and translate those into requirements and build scale-able solutions for the future. This position requires the individual to tailor messages to various audiences to obtain consensus, sign-off, and manage change effectively in a fast changing and diverse organization. The Sr. Process Solutions Manager reports to the Senior Manager in the Process Solutions team.

What You’ll Do:
  • Identify and deliver on opportunities driving partner and agent experience improvement, operational efficiency/excellence globally, yet locally relevant
  • Analyze, measure, and interpret data and key business metrics to understand and observe process variation, opportunities, and improvement
  • Define strategy for owned areas and define program roadmaps, setting realistic expectations of project delivery, identify resource bottlenecks and gaps, and cross team dependencies.
  • Develop operational processes, policies, and procedures that align to LPS strategic and operational plans minimizing effort, hand-offs, waste (lean), and reducing complexity in the organization
  • Actively manage relationships with global and regional leaders across all organizations managing change, communication, business requirements, and agent experience.
  • Influence business strategy and decisions
  • Evangelize the culture of support, continuous improvement, lean principals and processes, and advocate for customer/partner experience as well as agent experience.
Who You Are:
  • 8+ Years work experience in related fields: Program Management, Product Management, Agile Project Management, Lean Six Sigma Black or Green Belt, Senior Consultant, or Senior Business Level Analyst roles
  • Proven experience leading cross-functional complex initiatives improving processes, employee experience, and customer/partner experience
  • Proven ability to build and manage key relationships as well as influence change without position of authority
  • Proven experience in utilizing project management principles and applicable methodologies to lead and deliver on projects having broad/strategic impacts
  • Knowledge and application of change management methodologies including using a variety of change frameworks
  • Service Design experience a plus
  • Contact Center management, technology, and operations experience is a plus
  • Experience with Salesforce.com a plus
  • Travel industry experience a plus
  • Bachelor’s degree in business, technology or related areas
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®.

#li-my2
    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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