Loyalty Operations and Experience Manager

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. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Loyalty Operations and Experience Manager

We create and deliver tailored marketing strategies for Expedia Group’s brands, focusing on establishing strong connections and cohesive experiences for travelers and partners. We leverage our functional expertise and creative excellence to build trust and loyalty for our brands through innovative marketing approaches and technology. 

Are you excited by the opportunity to take our business to the next level delivering value, unforgettable travel experiences and unlocking new business opportunities? Do you have a passion for the traveler and our partners, and a curiosity for what makes them tick? At Expedia Group, we aim to be the most rewarding place to book travel. Our loyalty members are the center of our business, driving revenue and satisfaction and making up the majority of our overall traveler revenue to EG.

The Loyalty Operations & Experience team keeps our loyalty programs running smoothly and improving over time. We champion members by ensuring every touchpoint is consistent, intuitive, and rewarding, and we support internal teams with clear documentation so there is a single, consistent understanding of how our programs work.

Role summary

The Loyalty Operations and Experience Manager serves as a subject matter expert for a defined set of loyalty experiences, and owner of key operational processes. This role ensures the assigned loyalty experience area is intuitive, rewarding, and operationally robust across all touchpoints and channels, while staying aligned to our overall program and brand strategies.

You will translate program vision and rules into clear, scalable operational processes, documentation, and experiences, partnering closely with TEaL, Loyalty Performance, Product, Technology, Finance, Legal, Accounting, and our Brands to deliver simple, consistent, and delightful loyalty journeys for travelers.

This is a manager‑level role for an individual who is hands‑on in operations, comfortable with complex details, and able to influence cross‑functional stakeholders to maintain and improve the loyalty experience.

In this role, you will:

Subject Matter Expert for loyalty experiences

• Serve as the program owner for specific loyalty experiences, acting as the subject matter expert across Brands and Points of Sale.

• Ensuring consistency of the end‑to‑end experience for your experience areas across site experience, communications, and Agent support articles, ensuring a consistent experience and clear traveler understanding of how the program works.

• Have a deep understanding of loyalty program rules and mechanics for your experiences, ensuring they are accurately reflected in business rules, system configurations, and traveler‑facing experiences.

• Maintain program rule documentation for your areas and partner with Legal and other stakeholders to keep T&Cs and internal documentation aligned with the live experience

• Work with cross‑functional teams on changes that impact loyalty experiences (e.g., T&Cs, Messaging, site experiences, and comms), balancing customer value, Brand strategy, economics, and operational feasibility.

Enhancement backlog & continuous improvement

• Maintain a prioritized enhancement backlog, informed by data, traveler feedback, audits, and issue trends.

• Build clear business cases and apply strong financial acumen to proposed changes to loyalty mechanics, quantifying traveler impact, costs, and expected returns to inform prioritization and decision‑making.

• Partner with Loyalty Performance to understand and influence key economics and performance drivers for your area, ensuring changes support both traveler value and business outcomes.

Internal Process Owner

• Own a key loyalty operations process end‑to‑end, defining clear priorities, workflows, and outputs.

• Ensure the process is well‑documented, scalable, and structured so broader team members can support execution consistently and efficiently.

• Continuously review and refine the process to improve speed, quality, and traveler outcomes while managing operational risk.

Issue management & remediation

• Act as owner for issues related to your experiences that impact members, leading traveler and business resolution and keeping key stakeholders updated on progress.

• Serve as the central coordination point across cross‑functional teams (e.g., Product, Tech, TPSP, Legal, Finance) to drive timely, aligned resolution paths for members.

• Understand the traveler impact of the issue and define remediation plans that protect both traveler experience and business outcomes.

Audits, controls, and quality

• Execute regular audits of your experiences as part of the bi‑annual audit process, validating alignment between business rules, live experience, and documented T&Cs across brands and points of sale.

• Define and monitor operational controls, KPIs, and guardrails that ensure loyalty mechanics in your area are functioning as intended and that traveler issues are identified and addressed early.

Experience & Qualifications

• Experience: 7+ years of relevant experience; bachelor’s degree preferred.

• Background: Experience in loyalty, marketing, product operations, or a related discipline, including experience running or optimizing complex customer programs and processes.

• Loyalty & customer expertise: Strong understanding of loyalty program mechanics, customer journeys, and how to improve experiences that are simple, transparent, and rewarding for travelers.

• Operational excellence: Proven track record designing and running scalable operational processes, documentation, and frameworks in a fast‑paced, global environment.

• Analytical skills: Comfortable working with data to diagnose issues, size opportunities, and measure impact; experience with tools such as Excel, Tableau, or similar analytics platforms is strongly preferred.

• Financial acumen: Able to interpret financial and performance data, understand P&L and unit economics impacts, and build business cases that balance traveler value, cost, and commercial outcomes.

• Influence & communication: Ability to collaborate and build strong relationships across functions and levels, using clear written and verbal communication to drive decisions and shared outcomes.

• Execution & adaptability: Comfortable handling multiple projects simultaneously while remaining organized and detail‑oriented; resilient and able to adapt as business priorities and strategies evolve.

• Tools & ways of working: Proficient with modern collaboration tools and open to leveraging AI and automation to streamline and scale operational work.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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