Senior Customer Experience Specialist

Expedia Group • Miami, FL

3d • $73,000 - $102,500

About The Position

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. Our mission is to revolutionize travel through the power of technology. Are you passionate about putting the customer first in growing ecommerce businesses? Do you love understanding the varying needs of customers from across the world? We are seeking a highly organized and collaborative B2B Service professional to ensure seamless onboarding and ongoing service support for our partners while driving service excellence. This role requires a proactive approach to partner education, operational coordination, and service improvement. The ideal candidate will possess strong analytical skills, a passion for delivering exceptional partner experiences, and the ability to manage complex cross-functional projects. This role is integral to delivering exceptional partner experiences while supporting operational excellence and driving service improvements. If you are passionate about B2B service, thrive in a fast-paced environment, and excel at cross-functional collaboration, we encourage you to apply.

Requirements

• Proven experience in B2B service management, or a similar role. (2yrs+)
• Strong analytical skills and the ability to use data insights for decision-making.
• Excellent communication and relationship-building abilities.
• Demonstrated expertise in process improvement and cross-functional collaboration.
• Familiarity with tools like Zendesk, Salesforce and other CRM systems.
• Project management skills with a focus on driving ROI-driven outcomes and timelines.

Responsibilities

• Service Strategy & Performance Drive the execution of service strategies for both Agent-to-Agent (A2A) and Customer Direct Service (CDS) operations supporting demand partners.
• Collaborate with service delivery teams to ensure vendors provide exceptional B2B service support.
• Monitor and analyze service performance metrics (e.g., DUET, NPS, quality audits) to identify trends impacting partner experience.
• Investigate root causes of service-level gaps or policy deviations and share actionable insights with stakeholders.
• Resolve escalated issues through root cause analysis and implement sustainable solutions.
• Set clear expectations with stakeholders and partners regarding service standards, escalation processes, and communication pathways.
• Translate contact insights into actionable recommendations to improve partner engagement and reduce unnecessary contacts.
• Process Optimization & Partner Support Design and refine processes, policies, and communication guidelines to close service gaps.
• Serve as a key point of contact for commercial servicing inquiries via platforms such as Zendesk and Salesforce.
• Generate detailed servicing reports to highlight opportunities for market and partner-specific improvements.
• Lead ROI-driven partner interactions, forums, and structured collaborations to enhance global servicing outcomes.
• Support end-to-end partner onboarding, including API and template solutions.
• Identify and resolve process gaps, propose automation opportunities, and ensure compliance checks prior to launch.
• Collaborate with internal teams (e.g., Channel Operations, Technology, Partner Connect) to ensure a seamless transition to business-as-usual (BAU).
• Training & Knowledge Management Coordinate and deliver training sessions for partners on policies, tools, and systems.
• Mentor internal teams and vendor agents to foster continuous skill development.
• Support strategic partner calls with business development teams, addressing servicing-related inquiries.
• Cross-Functional Collaboration Partner with sales and business development teams on servicing requirements for RFPs and strategic meetings.
• Drive cross-departmental projects to improve tools, reporting, and agent systems, ensuring alignment with service needs.
• Act as a liaison between stakeholders to prioritize and resolve onboarding and service issues effectively.

Benefits

• 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
• medical/dental/vision
• paid time off
• Employee Assistance Program
• wellness & travel reimbursement
• travel discounts
• International Airlines Travel Agent (IATAN) membership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees