Manager, Customer Service

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.

Manager, Customer Service

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. 


Introduction to the Team

The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our customer-first mindset focuses on developing products that encourage loyalty and repeat business from our travelers and partners. We partner closely with teams across Expedia Group to achieve growth and results for our customers and company. 

Customer Service plays an important role in creating trusted, seamless experiences for travelers and partners. As Manager, Customer Service, you will lead a defined portfolio of teams through supervisors and help translate business priorities into consistent operational performance. You will create clarity, strengthen team capability, and partner across the organization to improve customer outcomes.

In this role, you will:

• Lead supervisors who develop and implement team policies, procedures, and operating practices; clarify roles, accountabilities, and decision-making.
• Ensure escalations and root causes are fully addressed, while identifying process and knowledge gaps that may create customer dissatisfaction, compliance, or litigation risk.
• Use business-performance data and employee-survey insights to identify trends, attrition risks, engagement challenges, and learning needs; create action plans with leaders.
• Develop team capability through regular performance reviews, individual development plans, coaching, feedback, and recognition, while promoting an inclusive and diverse work environment.
• Prioritise workloads, match skills to business requirements, and plan and track financial and material resources to support team goals and reduce waste or duplication.
• Build strong relationships across teams and support groups to improve collaboration and customer experience; represent the department on relevant working groups when needed.
• Prepare the team for business continuity events by keeping policies and processes current, coordinating incident response, and supporting other impacted areas of the business.
  
  

Experience and Qualifications:

• You have a bachelor's or master's degree in business, operations, customer service, or a related field; or equivalent related professional experience.
• You have 8+ years of relevant experience with a bachelor's degree or Master's degree.
• You have experience leading people and developing team capability; experience managing people leaders may include 5+ years of direct people-management experience.
• You have a White Belt or equivalent certification in Lean or another continuous-improvement methodology, with practical experience applying it in a service environment.
• You are skilled at using data to analyse business performance, prioritise actions, and connect operational activity to business outcomes.
• You use effective coaching, communication, and conflict-management approaches to help people grow, collaborate, and perform at their best.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity

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.