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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.
This is an opportunity to join one of the largest teams within Expedia Group, the Traveler & Partner Services Platform (TPSP). TPSP unites global support for Expedia Group’s travelers and supply partners across all EG brands and strategic partnerships. Within TPSP, you will join the Partner Improvement Team. We make things better for Lodging Operations (Vrbo, Hotel Partner) by uncovering opportunities to make operations better, faster, and more cost-effective. We own our own initiatives and work closely with and support other functions to increase the success of TPSP. We ensure agents have what they need to support the customer and improve overall operational metrics.
As a Senior Partner Improvement Analyst you'll be responsible for simplifying related processes through root cause analysis, positively impacting agent and customer experience in measurable terms.
In this role, you will:
Execute process transformation - including discovery, current state analysis, future state design and scalability
Analyze current processes to identify inefficiencies and areas for improvement
Gather insights to continuously improve the business
Apply comprehensive knowledge of operations and processes to create process flows and steps that agents can adhere
Provide SME and insights and be able to effectively participate in cross team, cross EG meetings
Identify key metrics for tracking process performance of initiatives
Assist in change management strategies for successful adoption of new processes
Communicate changes effectively to stakeholders, addressing concerns and managing resistance
Monitor process performance to ensure objectives are met and adjust as needed to achieve desired outcomes
Create compelling visual stories suitable for executive audiences across TPSP
Work collaboratively with diverse teams across EG
Qualifications:
2+ years of Operational management experience in a dynamic and complex customer care environment
Experience and proven success in developing and meeting/exceeding KPIs
Ability to map cross functional and detailed complex processes
Proven experience in solving complex problems in business processes; able to think about objectives from multiple perspectives and consider non-conventional ideas and approaches for achieving objectives
Analyse to cross-EG cross-team cross-functional
High energy and a positive outlook with the passion to make things better at every opportunity
Outstanding verbal/written communication, collaboration, negotiation, and influencing skills
Proven ability to work autonomously in high pressure/demanding team
Comfort with ambiguous, constantly evolving situations
Self-starter with a high degree of motivation to go above and beyond the task at hand.
,Ability and willingness to travel, as required
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.
Benefits and perks
Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life.
You can find the benefits for this location and any collective agreement that may apply here.
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.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. 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.