Senior Manager, Partner Operational Improvement

Expedia Group • Austin, TX

257d • $141,500 - $198,000

About The Position

The Senior Manager, Vrbo Partner Operational Improvement is responsible for relentlessly improving and simplifying partner related processes through root cause analysis positively impacting agent and customer experience in measurable terms. Senior Manager will deliver insights and solutions that can help operational teams better address customer inquiries, concerns, and feedback. Beyond working with operations, Senior Manager will negotiate and influence stakeholders to drive innovative solutions increasing team efficiency and effectiveness. Role will be responsible for driving a team of lodging improvement analyst to make scalable changes based on analyzing performance, market trends, training needs and implementing strategies to reach targets and create better experiences in travel.

Requirements

• 5+ years of Operational management experience in a dynamic and complex customer care environment
• Preferred travel or vacation rental, ecommerce industry experience
• Expertise in developing and meeting/exceeding KPIs
• Expertise to interpret and present clear and thoughtful analysis and actions with a keen eye for detail
• Expertise in mapping cross functional and detailed complex processes
• Expertise in managing and delivering large-scale projects, and transformation programs and ability to manage multiple concurrent programs
• Expertise in solving complex problems in business processes; able to think about objectives from multiple perspectives and consider non-conventional ideas and approaches for achieving objectives
• Demonstrate high energy and a positive outlook with the passion to make things better at every opportunity
• Demonstrate outstanding verbal/written communication, collaboration, negotiation, and influencing skills
• Ability to direct, motivate and empower others to work towards the organization's goals
• Comfort with ambiguous, constantly evolving situations
• Self-starter with a high degree of motivation to go above and beyond the task at hand

Responsibilities

• Establish improvement initiatives in accordance with objectives and priorities of TPSP Operations and broader TPSP teams
• Lead all aspects of process transformation - including discovery, prioritization, current state, future state, control and scalability
• Drive business case development and realization to tackle largest opportunities driving efficiency and effectiveness for partner teams
• Act as a key communicator for Vrbo Partner, creating and communicating executive communications and value propositions to ensure buy-in; clearly articulate vision and strategy; consult with internal clients to model future-state and develop roadmaps
• Lead a small team of process leads and provide active coaching, mentoring, and knowledge-sharing to advance their career development; manage and review those team members' work product
• Work collaboratively with diverse teams across EG and be the bridge between different departments, facilitating communication, and ensuring alignment
• Regularly generate insightful reports to support business reviews with senior leaders, leading the charge in data-informed decision-making and analysis optimization

Benefits

• Full benefits package including exciting travel perks
• Generous time-off
• Parental leave
• Flexible work model
• Career development resources

What This Job Offers

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