The Commerce Customer Support Manager will play a meaningful role in providing payments solutions for the travel market. Expedia Group is responsible for enabling $90 Billion of customer and supplier payment services for a portfolio of global online travel brands under Expedia Group. To date our transactional capabilities are clearly leading the travel industry. And while our technology and products have initially been built to power some of the industry’s leading brands, their ambitious strengths represent a compelling opportunity to broaden Expedia Group’s reach in the ecosystem of travel providers. Join a nimble and mighty team at the forefront of travel plus payments technology development and experience this transformational journey.
This position will be responsible for the customer support operations functions of our commercial payments business throughout the customer lifecycle – sales & contracting, onboarding, ongoing processing and operations and offboarding. This position will coordinate the customer support functions across our Commerce Teams, our supporting Expedia Group teams and with our partners.
As a key member of the eCommerce Platform (eCP) Commercial Products group, your role will be critical to building, improving and scaling payments related operations functions to power the $2T travel industry. You will work collaboratively across Sales, Product, Technology, Business Operations, Compliance Operations, Risk (Fraud), Payments, and Expedia Group Channel Partners to ensure a high quality and efficient Customer Support capability. This role will report to the Director of Commerce Business Operations for the eCP Commercial Products group.
WHAT YOU WILL DO
Implement, operate and manage our Customer Support functions across the full customer lifecycle
Implement, operate, manage and optimize our end to end Customer Support ecosystem across the major touchpoints
Define, measure, manage and optimize key Customer Support metrics, such as:
Impact assess and plan for the support of enhancements to our commercial business, working with our leadership, sales, product, finance and technology teams
WHO YOU ARE
You will fit this role if you have:
WHY JOIN US
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.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, or veteran status. 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.