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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.
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.
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, religion, gender, sexual orientation, national origin, disability or age.Skills Required
- Experience leading continuous improvement, operations strategy, service design, business programs, or related work in travel, e-commerce, customer service, or another complex operational environment.
- Ability to use quantitative and qualitative insights to diagnose problems and make evidence-based recommendations.
- Experience delivering cross-functional initiatives from discovery through implementation, including process design, testing, rollout, adoption, and performance monitoring.
- Clear communication skills with the ability to turn complex operational or technical topics into actionable guidance.
- Ability to work collaboratively and autonomously, manage ambiguity, prioritize competing demands, and exercise sound judgment.
- Detail orientation and accountability for accurate outputs, proactive follow-through, and clear ownership of risks, decisions, and next steps.
What the Team is Saying
Expedia Group Compensation & Benefits Highlights
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Wellbeing & Lifestyle Benefits — Travel and wellness stipends, employee travel discounts, and access to industry credentials create distinctive lifestyle value aligned with the company’s mission. Feedback suggests these perks are widely valued and complemented by programs like charitable matching and volunteer time.
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Parental & Family Support — Paid parental leave for all parents, additional time for birthing parents, caregiving leave, and fertility/family‑building support indicate comprehensive family backing. Immediate eligibility and flexible return‑to‑work options further strengthen this area.
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Healthcare Strength — Employer‑provided medical options are positioned as locally competitive and are supplemented by mental‑health platforms and neurodiversity coaching. Health coverage is regarded positively, with multiple support pathways beyond standard insurance.
Expedia Group Insights
What We Do
Expedia Group, Inc. is the global travel marketplace with one purpose: to help travelers explore the world, one journey at a time. Expedia Group™ connects travelers, partners, and advertisers through its trusted brands, leading technology, and rich first-party data, delivering predictive, personalized experiences that shape the future of travel. Expedia Group’s ecosystem includes three flagship consumer brands – Expedia®, Hotels.com®, and Vrbo® – the largest B2B travel business, and a premier advertising network. Guided by an experienced and passionate global team, Expedia Group helps millions of travelers in more than 70 countries explore the world with confidence and ease.
Why Work With Us
Life at Expedia Group starts with the people and is shaped by how we work together. You’ll join a global community of curious teammates from different backgrounds, locations, and disciplines. Day to day, that means sharing ideas, taking ownership, and solving problems together.
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Expedia Group Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
