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 environment, competitive salary, and career growth opportunities.
- Other info: Collaborative team culture 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 36000 - 44000 £ per year.
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 us to develop products that build loyalty and repeat business. We partner closely with teams across Expedia Group to drive growth and achieve results for our customers and the company.
Make an impact!
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.
About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Equal Opportunity
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, religion, gender, sexual orientation, national origin, disability or age.
Traveler Service Improvements Manager - II 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
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We think you need these skills to ace Traveler Service Improvements Manager - II
Some tips for your application 🫡
Show Your Passion for Travel:In the travel and tourism industry, your love for exploration and different cultures should shine through in your application. Make sure to share personal anecdotes or experiences that highlight your enthusiasm for travel—this can really set you apart when applying for the Traveler Service Improvements Manager - II role at Expedia, Inc..
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How to prepare for a job interview at Expedia, Inc.
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For a role in travel and tourism, it’s vital to demonstrate your knowledge of different destinations, cultures, and travel trends. Brush up on popular destinations and recent changes in travel restrictions. We suggest bringing some interesting travel stories or experiences to share—this can help you connect personally with the interviewer!
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Expect to be hit with customer service scenarios during the interview. They might ask how you'd handle a challenging traveller or resolve a booking issue. Think of a few real-life examples from your experiences, even if they’re just from customer service roles. This will show that you're ready for the field and have the right mindset to tackle on-the-ground challenges!
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Get familiar with travel booking systems and tools, such as Amadeus or Sabre. If you have experience using any specific software or even social media for travel promotions, bring that up! We want to show that you can hit the ground running and adapt quickly to their processes at Expedia, Inc..
