Global Operations Director for Hotel Partners
2 weeks ago
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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