Job Description

Senior Manager, Global Quality Programs

Are you passionate about customer centricity? Do you have solid experience of influencing different lines of business to always think customer first? If so, this role could be for you. This senior role within the Global Experience Management Team of the Travel Partner Group will lead on delivering Quality frameworks that span across our supplier experiences. You will be responsible for the design, delivery and collect of data and insight from our interactions across the organization, build and support roadmaps which improve experience internally and externally to our suppliers. You will influence and inspire change, lead a roadmap of initiatives, build and grow a team, and be a specialist in partner experience and quality competencies making simplicity and going to get what is next.

What youll do:

* Management and delivery of the global quality frameworks across the Travel Partner Group and lines of business

* Develop and embed a governance model for change to quality tools and process

* Partner with operational teams, advising on topics arising from insights and experience data, creating a roadmap for the partner's experience

* Lead a portfolio of projects and initiatives setting delivering to ambitious goals and timelines and communicating status and actions to senior business leaders

* Represent the Voice of the Partner across TPG and use insight data to drive experience and improvements across interactions

* Develop the tools to measure quality mentor across TPG while removing the internal effort for colleagues, introducing simplified ways of working

* Collaborate across TPG business units to develop the what good looks like models

* Build innovative solutions to improve performance and close acquirement or knowledge gaps

* Make recommendations for operational improvements by analysing Quality performance

* Stay on top of customer and partner preferences, technology trends, and market demands

* Lead the organization and your team through change, growth, and scale with the evolution of the company

Who you are:

* 10+ years of broad-based tech industry support operations experience including some combination of customer experience, program management, product management, and/or customer support and solutions

* An experienced CX leader, with demonstrated success in identifying critical points, devising innovative solutions, and leading cross-functional teams to deliver best-in-class customer experience

* Data-led with an analytical approach: Confident analysing large data sets to find opportunities and influence business decision-making

* Compelling influence skills: Strong personality to inspire key partners to take action towards advancing shared interests and business goals

* Able to work comfortably with incomplete information, deal with ambiguity, and aim to resolution

* A high competency and expansive experience in customer and sales operations support

* Able to interact efficiently with multiple international internal and external customers

* Experience building and leading teams and working in a matrix organization

* Strong team orientation and communication skills

* Strong problem solving and analytical capabilities

* Good business understanding and discernment

* Experience handling complex projects and driving metrics

* Able to prioritize and lead multiple initiatives simultaneously

* Experience working in leadership positions at best-in-class organizations

* Excellent written and verbal communication skills; advanced MS Excel / PowerPoint experience

About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, Egencia, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.com, and Expedia Cruises.

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Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.