Global Operations Director for Hotel Partners

2 weeks ago


London, Greater London, United Kingdom Expedia, Inc. Full time

About This Role

Expedia Group brands power global travel for everyone, everywhere. To shape the future of travel, people must come first.

As a key member of our team, you will help lead hotel partner support operations globally across all operational elements of their journey with Expedia. This includes providing scalable, cost-effective service while maintaining and improving desired traveler/partner experience.

Key Responsibilities

  • Directly lead internal operational teams based in multiple global locations (~500 associates)
  • Lead, inspire, and engage the global based vendor footprint (~1,000 vendor agents)
  • Act as a key point of contact for strategic vendor partners
  • Implement and execute focused partner service strategy
  • Primary contact for internal Hotel market management teams; partnering on effectively managing successful account relationships; primary communicator across the organization for hotel partner servicing performance and opportunities
  • Influence self-service strategy and efficient services with focus on reduction of partner effort through service channels
  • Delivery of quality support to partners across all channels (phone, chat, email)
  • Partner with Continuous Improvement and Strategic Project teams on aligned initiatives and KPI objectives
  • Participate as a core member of the Operations leadership team

Requirements

  • Expert understanding of operational structures and functions essential to manage operations globally
  • Ensures the greater business vision is understood by the team, defines its interpretation and can translate into functional goals
  • A key influencer of stakeholder groups to ensure team are fully supported for their operational work
  • Explicitly builds systems that encourage talent to grow in the organization
  • Experience leading large vendor agent populations
  • Previous experience leading in travel operations preferred

The total cash range for this position in Seattle/Austin is $244,500 to $342,500. Employees in this role have the potential to increase their pay up to $391,000, based on ongoing, demonstrated, and sustained performance in the role.



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