Senior Director, Hotel Partner Operations

$391,000 - $391,000/Yr

Expedia Group - Seattle, WA

Full-time - Manager

Seattle, WA

Administrative and Support Services

About the position

In this role, you will help lead hotel partner support operations globally across all operational elements of their journey with Expedia. The position focuses on providing scalable, cost-effective service while maintaining and improving the desired traveler and partner experience. You will directly lead internal operational teams and engage with a global vendor footprint, acting as a key point of contact for strategic vendor partners and internal hotel market management teams.

Responsibilities

• Directly lead internal operational teams based in multiple global locations (~500 associates)
• Lead, inspire, and engage the global based vendor footprint (~1,000 vendor agents)
• Act as a key point of contact for strategic vendor partners
• Implement and execute focused partner service strategy
• Serve as the primary contact for internal Hotel market management teams
• Partner on effectively managing successful account relationships
• Communicate across the organization for hotel partner servicing performance and opportunities
• Influence self-service strategy and efficient services with a focus on reduction of partner effort through service channels
• Deliver quality support to partners across all channels (phone, chat, email)
• Partner with Continuous Improvement and Strategic Project teams on aligned initiatives and KPI objectives
• Participate as a core member of the Operations leadership team

Requirements

• Expert understanding of operational structures and functions essential to manage operations globally
• Ability to ensure the greater business vision is understood by the team and translate it into functional goals
• Key influencer of stakeholder groups to ensure team support for their operational work
• Experience leading large vendor agent populations
• Previous experience leading in travel operations preferred

Nice-to-haves

• Experience in a leadership role within the travel industry
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment
• Proven track record of managing large teams effectively

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Employee Assistance Program
• Wellness & travel reimbursement
• Travel discounts
• International Airlines Travel Agent (IATAN) membership