Senior Manager, Loyalty Operations and Experience

Expedia • Seattle, WA

30d • $155,000 - $217,000

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. We create and deliver an aligned, dedicated marketing strategy to fuel each Expedia Group brand's success. Since our travelers interact with us through our brands, we have a brand focus in our marketing, while leveraging the scale and efficiency we've built in functional expertise. At Expedia Group, we aim to make travel more rewarding for our customers. Our loyalty members are at the heart of our business, driving revenue and satisfaction across our brands. We're looking for a passionate and strategic leader to join our Traveler Engagement and Loyalty (TEaL) organization and help shape the future of loyalty operations and customer experience. Do you love creating seamless experiences and building scalable processes that delight travelers? As Senior Manager, Loyalty Operations and Experience, you will lead the development and execution of operational strategies that ensure our loyalty programs deliver exceptional value and consistency across all touch points. In this role, you will:

Requirements

• Bachelor's degree preferred; 10+ years of experience in loyalty, marketing, or related fields
• Proven success managing large-scale, global programs with cross-functional teams
• Deep understanding of loyalty program best practices and customer experience design
• Strong analytical skills with the ability to interpret complex data and drive actionable insights
• Exceptional communication and influencing skills, including experience engaging executive-level stakeholders
• Ability to thrive in a fast-paced environment, managing multiple priorities with attention to detail
• Proficiency in Microsoft Excel and PowerPoint; experience with Tableau and digital collaboration tools

Nice To Haves

• Familiarity with AI-driven approaches for process optimization is a plus

Responsibilities

• Develop and institutionalize best practices for managing loyalty program rules and mechanics across Expedia Group
• Build and evangelize standard operating procedures, communication workflows, and issue triage processes to ensure smooth program execution
• Operationalize and expand "run-the-business" initiatives for loyalty features such as Price Drop Protection and redemption opportunities across multiple lines of business
• Collaborate with Marketing, Product, Finance, Legal, Technology, and Brand teams to enhance loyalty programs and deliver a simple, consistent traveler experience
• Influence functional roadmaps to prioritize initiatives that align with loyalty program vision and brand needs
• Serve as a key integrator and advisor in enterprise-wide projects, representing loyalty operations and experience
• Manage and mentor a high-performing team, fostering a culture of collaboration and innovation
• Set clear objectives, provide regular feedback, and support career development through performance plans and coaching
• Ensure optimal workload distribution and skill alignment across team members

Benefits

• 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.
• Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program.
• To fuel each employee's passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services