Vrbo

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

The Vrbo Traveler Improvement Team defines how the network of Trusted Travel Advisors helps customers at every step of their travel experience. In Vrbo Traveler Improvement team our focus is to build scalable solutions for our network of Contact Center in collaboration with the rest of TPSP teams and our Vendor teams we contribute to craft the product vision and strategy which will directly impact our travelers experience across EG’s travel brands. Every Traveler interaction is important and with the use of data insights and analysis we create a culture of continuous improvement to drive impactful recommendations to improve their Experience. We partner with multiple teams across Vrbo to proactively explore ways to deliver an effortless and more valuable experience for the next traveler. Responsible to effectively manage a wide range of duties and responsibilities that range from analysing performance, market trends, training needs, implementing strategies, implement process , tool policy changes to meet traveler and business requirements and to meet the organization's target objectives.

What you’ll do:

• Analyzes trends of Process, Product & experience by journey, product, intent, channel, and/or customer to identify optimization and performance improvement opportunities
• Builds subject matter expert knowledge of tools, products, policies, and processes
• Builds relationships with key individuals within the team and with other department, organization, and external partners
• Represents team as key point of contact with internal and external stakeholders
• Monitor and ensure Operational KPIs are delivered and contribute to the overall goals and KPIs
• Work closely with teams across Vrbo/Expedia to establish a stronger process for better agent/partner experience that also reflects in Customer's journey/experience
• Identifies drivers for fluctuations against KPIs and develops remediation plans
• Gathers pertinent information about a problem by analyzing data and patterns and identifying underlying issues
• Researches and recommends more detailed solutions to resolve problems
• Looks for solutions which go beyond the individual customer resolution, also focusing on how to prevent poor customer experiences in the future, and works with teams across the business to implement these solutions
• Represents team or function in cross-functional projects and initiatives as a subject matter expert
• Measures and assesses customer satisfaction, efficiency, and effectiveness of changes with data collection methods and procedures, or identify relevant existing data
• Uses relevant data sources to analyze and measure the impact of initiatives and projects
• Contributes to and develops summary of business performance to key stakeholders
• Keeps management informed on progress to goal and status
• Demonstrates ability to manage several tasks and meet deliverable deadlines
• Uses judgement to determine the relative impact and urgency of individual tasks
• Helps team members prioritize and link daily work to broader objectives
• Manages workloads to ensure all team members are fully deployed and skills are matched to the work requirements

Experience and Qualifications

• Industry & Process Expertise: 5–7 years of operational management experience in customer services within the travel industry, with a strong background in process improvement.
• Performance & Analysis: Proven track record of exceeding KPIs and SLAs, with sharp analytical skills to interpret data and drive actionable insights.
• Project & Change Leadership: Experience leading cross-functional initiatives, managing change, and working with distributed teams and vendors.
• Communication & Collaboration: Strong presentation, stakeholder engagement, and leadership skills with a proactive, solutions-focused mindset.
• Tools & Sector Knowledge: Proficient in MS Office; experience in travel or eCommerce environments is a plus.

The total cash range for this position in Austin is $110,500.00 to $155,000.00. Employees in this role have the potential to increase their pay up to $177,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual's knowledge, skills, and experience. Pay ranges may be modified in the future.

Benefits and perks

• medical
• dental
• vision coverage
• paid time off
• an Employee Assistance Program
• wellness and travel reimbursement
• travel discounts
• International Airlines Travel Agent Network (IATAN) membership

Learn more about life at Expedia Group at https://careers.expediagroup.com/life.

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.

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.

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.

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. 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.