Traveler Service Improvements Manager – II

Traveler Service Improvements Manager – II Overview

At Expedia Group, we are dedicated to enhancing the travel experience for millions of people worldwide. As a global leader in the travel industry, we are seeking a Traveler Service Improvements Manager II to join our team in London. This role is integral to our Product division, focusing on improving the processes and tools that support air travelers and frontline service teams.

The Traveler Service Improvements Manager II will lead initiatives aimed at continuous improvement in air traveler servicing. This includes identifying problems, designing solutions, and implementing changes that enhance the traveler experience. You will leverage operational data, traveler feedback, and service metrics to identify root causes and prioritize opportunities for improvement.

In this position, you will:

• Lead continuous-improvement initiatives across air traveler servicing, from problem discovery and opportunity sizing through solution design, implementation, and measurement.
• Utilize operational data, traveler feedback, frontline insight, and service metrics to identify root causes, prioritize opportunities, and recommend solutions.
• Translate complex servicing challenges into clear improvements to processes, policies, tools, content, automation, and self-service experiences.
• Partner with Product, Technology, Operations, Content, Training, Analytics, and airline stakeholders to define requirements, coordinate delivery, support testing, and prepare changes for launch.
• Establish success measures and monitor outcomes such as contact volume, self-service completion, first contact resolution, handling effort, traveler satisfaction, and operational cost.
• Surface process gaps, risks, control needs, and dependencies early, and communicate clear recommendations and progress updates to stakeholders and leaders.

To be successful in this role, you should have experience in leading continuous improvement, operations strategy, service design, or related work in a complex operational environment. You must be able to use both quantitative and qualitative insights to diagnose problems and make practical recommendations. Strong communication skills are essential, as you will need to convey complex topics in a simple manner to various audiences.

We are committed to providing an inclusive and accessible recruiting experience. If you require any accommodations during the application process, please let us know.

Join us at Expedia Group and help us create exceptional travel experiences for our customers!

Degree Requirement: Not Specified

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