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For Companies At a Glance
- Tasks: Lead initiatives to enhance customer travel experiences and optimise operational performance.
- Company: Join a leading global travel brand that values diversity and innovation.
- Benefits: Enjoy travel perks, flexible work options, generous time-off, and career development resources.
- Why this job: Shape the future of travel while making a real impact on customer experiences.
- Qualifications: 5-7 years in operational management with strong analytical and leadership skills.
- Other info: Be part of an award-winning culture recognised for inclusivity and excellence.
The predicted salary is between 36000 - 60000 £ per year.
Traveler Service Improvements Manager (Air industry) – Expedia Group
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. We’re building a more open world. Join us.
Introduction to the team
The Traveler Operations Team defines how the network of Trusted Travel Advisors helps customers at every step of their travel experience. In Traveler Operations we build scalable solutions for our network of Contact Centers. We contribute to craft the product vision and strategy that directly impact travelers’ experiences across Expedia Group’s travel brands. We use data insights to drive continuous improvement and deliver impactful recommendations to improve the customer experience. We partner with teams across Expedia to proactively explore ways to deliver an effortless and more valuable experience for the next traveler.
In this role you will manage a wide range of duties, supervise team members, analyze performance and market trends, identify training needs, and implement strategies to reach targets.
Responsibilities
- Analyze trends of Process, Product & experience by journey, product, intent, channel, and/or customer to identify optimization and performance improvement opportunities
- Build subject matter expert knowledge of tools, products, policies, and processes
- Build relationships with key individuals within the team, other departments, and external partners
- Represent the team as a key point of contact with internal and external stakeholders
- Monitor and ensure Operational KPIs are delivered and contribute to the overall goals
- Work with teams across Expedia to establish stronger processes for better agent/partner experience that reflect in the customer journey
- Identify drivers for fluctuations against KPIs and develop remediation plans
- Gather information about problems by analyzing data and patterns and identifying underlying issues
- Research and recommend detailed solutions to resolve problems
- Identify solutions that prevent poor customer experiences in the future and collaborate with teams to implement them
- Represent the team or function in cross-functional projects as a subject matter expert
- Measure and assess customer satisfaction, efficiency, and effectiveness of changes with data collection methods
- Use data sources to analyze and measure the impact of initiatives and projects
- Contribute to and develop summaries of business performance for key stakeholders
- Keep management informed on progress toward goals
- Demonstrate ability to manage several tasks and meet deadlines
- Prioritize tasks and align daily work with broader objectives
- Manage workloads to ensure all team members are deployed and skills matched to requirements
Experience and Qualifications
- 5-7 years of operational management experience in customer services within the air industry, with a strong background in process improvement.
- Proven track record of exceeding KPIs and SLAs, with analytical skills to interpret data and drive actionable insights.
- Experience leading cross-functional initiatives, managing change, and working with distributed teams and vendors.
- Strong presentation, stakeholder engagement, and leadership skills with a proactive, solutions-focused mindset.
- Proficient in MS Office; experience in travel or eCommerce environments is a plus.
Accommodation
If you need assistance with any part of the application or recruiting process due to a disability or other health conditions, please reach out to our Recruiting Accommodations Team. Expedia Group is committed to an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
Company notes
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. All rights reserved. Employment offers come from Expedia Group’s Talent Acquisition and hiring teams.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- General Business, Management, and Business Development
Industries
- Software Development
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Traveler Service Improvements Manager (Air industry) employer: Expedia Group
Contact Detail:
Expedia Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Traveler Service Improvements Manager (Air industry)
✨Tip Number 1
Network like a pro! Reach out to people in the air industry, especially those connected to Expedia Group. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by diving deep into the company culture and values. Show us how your experience aligns with our mission to improve travel experiences. We love seeing candidates who are genuinely excited about what we do!
✨Tip Number 3
Don’t just focus on your skills; highlight your passion for travel and customer service. Share stories that demonstrate how you've made a difference in previous roles. We want to see that spark!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you're serious about joining our team and shaping the future of travel together.
We think you need these skills to ace Traveler Service Improvements Manager (Air industry)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Traveler Service Improvements Manager role. Highlight your experience in operational management and process improvement within the air industry, as this will show us you’re a perfect fit for the job.
Showcase Your Analytical Skills: Since this role involves analysing trends and performance, don’t forget to include specific examples of how you've used data to drive improvements in customer service. We love seeing those sharp analytical skills in action!
Demonstrate Leadership Experience: We want to see your leadership chops! Share experiences where you’ve led cross-functional initiatives or managed teams. This will help us understand how you can contribute to our vibrant community and drive success.
Apply Through Our Website: Remember, the best way to apply is through our official website. It’s straightforward and ensures your application gets to the right place. Plus, we can’t wait to see what you bring to the table!
How to prepare for a job interview at Expedia Group
✨Know Your Numbers
Before the interview, brush up on key performance indicators (KPIs) relevant to the role. Be ready to discuss how you've exceeded KPIs in your previous roles, especially in customer service within the air industry. This shows you understand the metrics that matter and can drive results.
✨Showcase Your Analytical Skills
Prepare to share specific examples of how you've used data insights to improve processes or customer experiences. Think about times when your analytical skills led to actionable insights that benefited your team or organisation. This will demonstrate your ability to analyse trends and make data-driven decisions.
✨Build Relationships
Highlight your experience in building relationships with stakeholders. Be ready to discuss how you've collaborated with cross-functional teams or external partners to achieve common goals. This is crucial for a role that involves working closely with various departments and vendors.
✨Emphasise Continuous Improvement
Talk about your commitment to continuous improvement. Share examples of how you've identified issues and implemented solutions that not only resolved immediate problems but also prevented future customer dissatisfaction. This aligns perfectly with the company's focus on enhancing the traveller experience.