Traveler & Partner Service Platform (TPSP) Experience Manager

Expedia, Inc.; City of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global travel technology company based in the UK is seeking a motivated Project Manager to enhance their B2B organization's servicing capabilities. The ideal candidate will lead new feature releases, manage changes and support a small but dedicated team. This role offers a chance to be part of a thriving environment focused on delivering excellent partner experiences. You will engage with various stakeholders, drive improvements in processes and build strong cross-functional relationships.

Benefits

Travel perks

Generous time-off

Career development resources

Qualifications

• Bachelor’s Degree or higher in a relatable field.
• Experience of managing product intakes from different teams.
• Strong process review and mapping experience.

Responsibilities

• Develop an understanding of the TPSP & B2B organization.
• Lead and support delivery of new feature releases.
• Act as a central point for operational teams' bug triage.

Skills

Project management

Strong communication

Process review and mapping

Experience in B2B environments

Education

Bachelor’s Degree or higher

Tools

Salesforce

Amazon Web Services

Job description

Overview

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 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. We’re building a more open world. Join us.

Why Join Us

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

Introduction to the team

We are looking for a highly motivated Project Manager who is passionate about delivering value to Expedia’s Business to Business (B2B) organization, in an ever-changing environment. Working in the Traveler & Partner Service Platform (TPSP) organisation, this role supports and manages ongoing changes in our B2B servicing ecosystem, to ensure Expedia Group B2B continues to provide best in class servicing to our Partners. Expedia Group is undergoing extensive change across our servicing landscape, and this exciting new role will own and manage ongoing changes to systems, agent tools and processes, to help us provide the best possible support to our Partners and Travelers. In our organization, you would be a member of a small tight-knit team who strive to differentiate Expedia Group in the travel marketplace from a B2B servicing perspective and are collectively responsible for ensuring that what is being developed for our Demand Partners is fit-for-purpose.

In this role you will

• Develop an in-depth understanding of the TPSP & B2B organization, key offerings, product solutions, policies and processes, business goals and challenges to better understand their needs
• Lead and support the delivery of new feature releases that improve our servicing tools, our service offering and Partner experience.
• Act as a central point of contact for our operational teams in the triage of bugs, defects and new feature requests, ahead of working with Product teams to deploy these changes into our production environment.
• Impact assesses change requests to ensure our different servicing tools, downstream applications and APIs are all accounted for.
• Identify opportunities to leverage automation and AI to improve partner and traveler experiences.
• Represent B2B needs in cross-brand forums to ensure B2B use cases and requirements are reflected in Product & Tech roadmaps.
• Collaborate with the team’s functional domain experts for the RAPID API, TAAP and WLT solutions, ensuring their requirements are accounted for in the development of new capabilities and features.
• Build and maintain strong relationships with key stakeholders across Product, Operations and Commercial teams
• Pro-actively identify improvement opportunities to drive the prevention of poor traveller/partner experiences and work across the business to implement these solutions.
• Adhere to team standards of documentation and external reporting

Experience and Qualifications

• Bachelor’s Degree or higher in relatable field
• A preference for experience using Salesforce and/or Amazon Web Services, however this is not essential
• Experience of managing product intakes from different teams, stakeholders and business functions.
• Experience of compiling business cases to enable the prioritization of bugs and enhancements
• Experience in partnering with Product teams to define, test and launch new features and fixes.
• Demonstrated experience of working internal stakeholders using a methodical, consultative and well communicated approach
• Strong process review and mapping experience
• Excellent verbal and written communication skills, including ability to simplify complex concepts for wide audiences.
• A preference for experience in the travel and/or the airline industry, however this is not essential.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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, religion, gender, sexual orientation, national origin, disability or age.