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Manager, Onboarding & Maintenance (EMEA)

Spain - Madrid


Manager, Onboarding & Maintenance

The Onboarding and Maintenance (O&M) Manager on the Core OTA O&M team, part of Connectivity Operations, will lead a regional team of Onboarding & Maintenance specialists. The Onboarding & Maintenance team works with our API-connected Global and Key Account partners and vacation rental property managers to enable their properties on the Expedia Group platform. The manager will be responsible for O&M region-specific management, goals, and strategy that is in line with the larger team’s mission. This role will work closely with partner teams, directs, and partners, as needed.

What you’ll do:  

  • Empower, develop, and lead members of your team including individual contributors and other management  

  • Report metrics related to capacity, pipeline, and forecast, as well as partner satisfaction to leadership  

  • Provide functional and technical expertise for the APIs, Products, and tools utilized by (or, for) our partners 

  • Own, build and improve the day-to-day Onboarding & Maintenance processes 

  • Establish performance objectives and development plans, supervise performance, and evaluate progress toward goals; prioritize resources accordingly  

  • Ensure that the customer perspective is a driving force behind business decisions and activities; craft and implement practices that meet customers’ and own organization’s needs  

  • Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions; use effective approaches to choose a course of action or develop solutions; take action based on available facts, constraints, and probable consequences  

Who you are:  

  • Driven to continuously improve EG connectivity onboarding processes and partner experience  

  • An empathic leader who builds a safe, transparent environment for the team and who promotes a diverse and broad culture, encourages and regularly gives developmental feedback to team and others

  • Ability to understand sophisticated problems, assess and vet all available information, and provide and implement the best possible solutions for both our partners and EG  

  • Detailed, quality-focused, organized self-starter with excellent presentation and interpersonal skills  

  • Ability to work in a diverse, fast paced environment, to adapt and master changes to technology and products

  • Experience prioritizing projects and initiatives simultaneously with a passion for customer service  

  • Ability to learn new software and technical processes quickly  

  • Experience establishing metrics, reporting on results, and adjusting procedures to improve results 

  • Confirmed and strong experience in implementation management, client services project management, engagement management or similar experience running a partner-facing team  

  • Strong experience with Excel; experience with Salesforce, JSON, XML is a plus


About Expedia Group 

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. Expedia Group's family of brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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.

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Job Category
Partner Services Group

Job Function
Hotel Partner Operations

Spain - Madrid

Job Type
Full-Time Regular

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