Senior Manager, Traveler Compensation Strategy

Expedia•Seattle, WA

21d•Onsite

About The Position

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 Our Corporate Functions are made up of teams that support Expedia Group, including our Global Finance Org., Traveler and Partner Service Platform, Legal Team, Strategy and Corporate Development Team, and People & Places Org. The Senior Manager, Traveler Compensation Strategy role sits within the Traveler and Partner Service Platform and partners across Operations, brands, analytics, finance, legal, product, and technology to improve traveler outcomes and business performance. Make an impact! As an individual contributor, you will define and drive traveler compensation strategy across refunds, goodwill offers, credits, points, and related treatments. You will turn policy and data into scalable self-service and agent-facing solutions, strengthen recovery outcomes, improve operational efficiency, and deliver measurable financial impact.

Requirements

8+ years of experience in strategy, customer operations, finance, consulting, loss management, or a related field.
Experience leading complex, cross-functional work and influencing partners across Operations, brands, finance, legal, product, and technology.
Led complex, cross-functional programs from strategy through implementation, including planning, governance, risk management, and measurable outcomes.
Comfortable analyzing financial, operational, customer experience, and workforce metrics, including spend and return on investment.
Build trust with senior stakeholders and communicate complex ideas clearly in writing and presentations, using sound judgment and thoughtful influence.

Nice To Haves

Experience in contact center operations, e-commerce, travel, or a comparable customer-facing environment.
Experience applying data and artificial intelligence to improve decisions, workflows, or customer experiences.

Responsibilities

Lead traveler compensation strategy and initiatives in close partnership with Operations and brands, creating clarity on priorities, outcomes, and execution.
Own traveler compensation policies and strategy across refunds, goodwill offers, credits, points, and related treatments, balancing traveler outcomes with business value.
Serve as the primary strategic partner for compensation strategy, aligning recommendations, governance, and execution with Operations, brands, analytics, finance, legal, product, and technology partners.
Own return-on-investment analysis and ongoing monitoring for major compensation spend and loss management initiatives, translating data into recommendations for senior leaders.
Partner with Product and Technology to integrate compensation treatments into self-service and agent tools, translating policy and strategy into scalable experiences and clear requirements.
Maintain and publish a compensation and loss management scorecard covering loss, recovery, customer experience, agent performance, spend, and return on investment; and provide program management for key initiatives through roadmaps, dependencies, milestones, and risk management.