Manager, Customer Experience

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.

Customer Experience Manager
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. 
As a Manager in our Customer Experience Vendor Operations team, you’ll play a pivotal role in shaping the experience of millions of travelers worldwide. You’ll be responsible for managing large-scale outsourced contact center operations, driving performance, and ensuring our partners deliver exceptional service. This role is ideal for a seasoned operator who thrives in dynamic environments and is passionate about improving customer journeys through data-driven insights and operational excellence.

In this role you will:

• Manage vendor operations across large-scale outsourced contact centers (600+ agents), ensuring consistent delivery of KPIs such as FCR, NPS, AHT, and cost per contact.

• Build and maintain strong relationships with BPO partners, ensuring proactive escalation of issues and continuous improvement of tools, processes, and traveler experience.

• Analyze customer journeys by product, intent, and channel to identify optimization opportunities and reduce traveler effort.

• Represent the team in cross-functional initiatives and act as a subject matter expert in traveler experience and vendor operations.

• Drive operational excellence by understanding Expedia Group’s tools, policies, and processes, and implementing scalable solutions.

• Use data to inform decisions, correlating actions with measurable improvements in traveler satisfaction and operational efficiency.

• Contribute to business continuity planning, ensuring readiness and appropriate handling of incidents.

• Support a culture of excellence, balancing business outcomes with employee well-being and development.

• Working in GMT/PST operational hours

Experience and Qualifications:

• 7+ years of experience in customer experience, operations, or vendor management, preferred within tech, travel, telco, or hospitality industries.

• Proven track record managing large-scale operations (500+ agents), preferably across multiple regions.

• Proven ability to manage vendor relationships with contractual oversight, performance scorecards, and service-level agreements (SLAs).

• Led process optimization initiatives that resulted in measurable improvements in key metrics such as: Net Promoter Score, Average Handle Time, Cost per Contact, and First Contact Resolution

• Proficiency in CRM Platforms and Workforce Management Systems

• Strong analytical skills with the ability to interpret data and connect actions to business outcomes.

• Demonstrated ability to solve complex problems, drive change, and influence cross-functional teams.

• High emotional intelligence, humility, and a continuous learning mindset.

• Entrepreneurial spirit with a bias for action and a passion for improving customer experiences.

• Comfortable working in a fast-paced, global environment with a strong focus on results and collaboration.

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

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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.