Manager, Partner Success at Expedia Group
Expedia is a leader in using technology to drive business results, and that's where we come in. Our mission in DSP is to make access to data undeniably easy through technology and solutions that unleash the creativity of our people to unlock the power of the world’s best travel platform.
Our products are used by engineers, analysts and data scientists to process data in real-time, powering algorithms, deliver complex analytics, and helping our customers find their dream holiday or trip. Add to that our integrated, value-led partner approach and we’re able to bring forward solutions that drive decisions faster and innovation further, keeping Expedia at the forefront of technology and travel.
Join our team and help us create an exciting set of products and services for data at the center of Expedia Group's global travel platform. We're building and running a next generation, multi-tenant managed data platform and services to scale with the business and unlock value from data for applications, algorithms and analytics.
As the Manager of Partner Success you are an exceptional, customer oriented leader, that will provide leadership, focus, and clarity for DSP Partner Services, Partner Success team. Collaborating with the Partner Services Technical Manager in establishing a cohesive team vision and strategy, orchestrating the execution of your plan - making Partner experience on our platform seamless, reliable and transparent. You will establish key relationship across EG’s global Partners, seeking business development areas for DSP and driving requirements back into DSP Product lifecycles. You’ll also be an active participant in the deployment, services, and support of the data strategy across the whole of Expedia Group.
What You’ll Do:
You will lead a team of Partner Support Managers, driving day to day service support for our Partner brands.
You and your team will define and deliver business reviews, collaborate with partners to identify DSP Data platform onboarding and integration opportunities.
You will build and deliver customer facing metrics, performance indicators, for partners utilizing our hybrid-cloud data ecosystem
In partnership with DSP Analytics, you will establish platform performance metrics and drive to define performance expectations on behalf of users on our platform
You will lead customer focused initiatives, and play a key role in defining the broader product and partner solutions strategy.
You will act as Product owner for Partner Success and drive internal customer experience projects which improve customer experience for technologies our partners use, owning requirements, influencing prioritization and partnership with product and engineering to deliver.
You will analyze and identify business process improvement areas which will streamline operational procedures, leveraging automation, enabling partner success to scale for platform user growth.
You will raise the bar on our training and educational frameworks for end-users. Strengthen and streamline our platform documentation, technical documentation, and integration materials.
You will created an environment of innovation and continuous improvement to re-imagine how we deliver partner success services and solutions.
You will build and manage relationships with senior leaders across our partner brands.
Through your leadership, coaching, mentoring, and informal leadership of the Partner Success team, you will continuously raise the expectations and performance of the team.
Serve as an organizational leader in Partner Success space, keeping up to speed on customer success industry standards and tools, ensuring DSP organization is informed on how to improve our service levels.
Who You Are:
Experienced: You have 7+ years of increasing responsibility in enterprise-level customer success, account management, or strategic consulting, with 4+ years in leadership or management role. You have significant prior experience in defining and implementing strategy for a customer facing team. Master in Business Administration or similar field preferred.
Leadership: You are proven leader, coach and mentor. You can motivate your teams and have experience leading cross-region or global teams.
Customer Centric: You carry a strong empathy for customers and passion to ensure your customers have everything they need to be successful.
Bias towards action: You have a drive and desire to build a business and generate gravity around our services and platform. Driving adoption and use of our platform tools.
Excellent Communication: You know what to say and how to say it. You love building strong internal teams and external relationships. You are able to present, influence and tell a data driven story at the executive level.
Analytical: You bring data to the table, to help make better decisions and measure success.
Technical: You have familiarity with common data warehousing, Big Data services and visual analytics tools (e.g. Relational DB’s, Hadoop, Tableau)
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 the 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-AN1Expedia 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.