Senior Director, Hotel Partner Operations

$244,500 - $391,000/Yr

[Rh] Hotels - Seattle, WA

Full-time - Senior

Seattle, WA

Accommodation

About the position

The Senior Director of Hotel Partner Operations at Expedia Group is responsible for leading global hotel partner support operations, ensuring a scalable and cost-effective service while enhancing the traveler and partner experience. This role involves managing internal operational teams and vendor agents, implementing service strategies, and collaborating with various stakeholders to optimize account relationships and operational performance.

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
• Primary contact for internal Hotel market management teams; partnering on effectively managing successful account relationships
• Primary communicator across the organization for hotel partner servicing performance and opportunities
• Influence self-service strategy and efficient services with focus on reduction of partner effort through service channels
• Delivery of 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 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

Benefits

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