Senior Manager, Customer Experience

Expedia Group • Miami, FL

1d • $136,000 - $190,500

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. As the Senior Manager, Partner & Traveler Experience – Latin America within the Traveler and Partner Servicing Platform (TPSP) organization, you will be an individual contributor responsible for delivering business-to-business (B2B) servicing for Expedia Group’s demand partners across Latin America. You will partner closely with regional commercial and operations teams, as well as our Latin American partners, to design and execute a best-in-class servicing strategy for the region. You will ensure our operations reflect local consumer laws (for example, Brazil’s “Right of Regret”), meet regional customer expectations, and honor the cultural nuances that define exceptional partner and traveler experiences across Latin America.

Requirements

• You are passionate about building outstanding partner and traveler experiences in Latin America and bring a strong combination of regional expertise, operational excellence, and stakeholder management skills.
• Language skills Native fluency in Brazilian Portuguese and English, both written and verbal, with experience in customer- or partner-facing environments
• Regional expertise Deep experience working with Latin American markets (for example, Brazil, Mexico, Argentina, Colombia, Chile, Peru) in a customer or partner operations capacity
• Strong understanding of Latin American consumer protection practices and regulatory frameworks in the travel or ecommerce space (for example, Right of Regret, refund and cancellation norms, chargeback practices)
• Proven track record of adapting global policies to local market needs while maintaining compliance, customer satisfaction, and operational efficiency
• Professional experience Background in operational B2B customer service, management consulting, or corporate strategy, ideally within a travel or ecommerce company with a significant Latin America presence
• Experience leading complex, multi-market operational initiatives that improve productivity, quality, and customer satisfaction in regional or global environments
• Demonstrated ability to work collaboratively in highly matrixed, cross-functional teams, building strong relationships with commercial, operations, product, and technology partners
• Excellent communication, presentation, and interpersonal skills, with the ability to influence senior stakeholders across Latin America and globally
• Distinctive problem-solving and analytical skills, with strong business judgment and comfort using data to drive decisions and prioritize impact
• Proven ability to influence without direct authority and drive change through others, including front-line operations and partner-facing teams
• Ability and willingness to travel domestically and/or internationally approximately 20–25% of the time, as business needs require

Nice To Haves

• Professional fluency in Latin American Spanish strongly preferred
• Tri-lingual proficiency (English, Brazilian Portuguese, Latin American Spanish) strongly preferred

Responsibilities

• Help define and deliver the Latin America service strategy for operations supporting our demand partners, including agent-to-agent and call center servicing
• Partner with retail operations and vendor partners to ensure servicing levels are met, with the right staffing, quality controls, and calibrations in place to support current demand and future growth in Latin America
• Oversee and continuously improve B2B agent processes, knowledge base content, and communication workflows so agents can efficiently support partners in Brazilian Portuguese and Latin American Spanish
• Use data to identify operational efficiencies, segment and differentiate service, and optimize against contractual obligations while ensuring compliance with local consumer protection standards (including Right of Regret and local variants)
• Prioritize and help resolve issues that impact our operations in Latin America (for example, payments, documentation, regulatory requirements), improving escalation management and reducing resolution times
• Build a deep understanding of agent tools, policies, and processes used to support the B2B business in Latin America, and advocate for enhancements that improve both partner and traveler experiences
• Develop and maintain clear reporting and business review cadences with key stakeholders, monitoring cost, revenue, service levels, and operational performance across Latin American markets
• Collaborate with retail operations and B2B commercial teams to reduce errors, write-offs, and fraud, and, where appropriate, represent TPSP and our servicing strategy in external partner forums across the region

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