Traveler Service Improvements Manager - II

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.