At a Glance
- Tasks: Lead initiatives to enhance air travel services and improve customer experiences.
- Company: Join Expedia Group, a global leader in travel innovation.
- Benefits: Flexible work options, competitive pay, and career growth opportunities.
- Other info: Collaborative environment focused on continuous improvement and innovation.
- Why this job: Make a real impact on how millions experience travel every day.
- Qualifications: Experience in operations strategy and service design is essential.
The predicted salary is between 56700 - 69300 £ per year.
The Traveler Service Improvements Manager II role sits within the Traveler Service Improvement team in the Product division of Expedia Group. The team improves the processes, policies, tools, and automation that support air travelers and frontline service teams. In this role, you will turn operational insight and traveler feedback into practical improvements that reduce friction, strengthen self-service, enable successful launches, and help deliver a more seamless travel experience.
In this role, you will:
- Lead continuous-improvement initiatives across air traveler servicing, from problem discovery and opportunity sizing through solution design, implementation, and measurement.
- Use operational data, traveler feedback, frontline insight, and service metrics to identify root causes, prioritize opportunities, and recommend solutions.
- Translate complex servicing challenges into clear improvements to processes, policies, tools, content, automation, and self-service experiences.
- Partner with Product, Technology, Operations, Content, Training, Analytics, and airline stakeholders to define requirements, coordinate delivery, support testing, and prepare changes for launch.
- Establish success measures and monitor outcomes such as contact volume, self-service completion, first contact resolution, handling effort, traveler satisfaction, and operational cost.
- Surface process gaps, risks, control needs, and dependencies early, and communicate clear recommendations and progress updates to stakeholders and leaders.
Experience and Qualifications
- You have experience leading continuous improvement, operations strategy, service design, business programs, or related work in travel, e-commerce, customer service, or another complex operational environment.
- You use quantitative and qualitative insights to diagnose problems, understand underlying drivers, and make practical, evidence-based recommendations.
- You have delivered cross-functional initiatives from discovery through implementation, including process design, testing, rollout, adoption, and performance monitoring.
- You communicate clearly with a range of audiences and can turn complex operational or technical topics into simple, actionable guidance.
- You work collaboratively and autonomously, using sound judgment to manage ambiguity, prioritize competing demands, and move work forward without losing sight of the traveler experience.
- You are detail-oriented and accountable for accurate, stakeholder-ready outputs, proactive follow-through, and clear ownership of risks, decisions, and next steps.
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.
At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy.
Our five Behaviors - Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together - help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.
Introduction to the Team
The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our focus on customer-centric innovation enables that.
Traveler Service Improvements Manager - II in City of Westminster employer: Expedia, Inc.
At Expedia, Inc., we pride ourselves on being an excellent employer by offering a dynamic work culture that encourages innovation and collaboration. Our commitment to employee growth is evident through mentorship opportunities and continuous learning in cutting-edge technologies like AWS. Located in a vibrant tech hub, we provide our team with the unique advantage of working on mission-critical services that impact global pricing strategies while enjoying a diverse and inclusive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Traveler Service Improvements Manager - II in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Expedia, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Expedia, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Traveler Service Improvements Manager - II in City of Westminster
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Expedia, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Expedia, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Expedia, Inc.!
How to prepare for a job interview at Expedia, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
