Join us on our mission to power global travel
for everyone, everywhere.

View my profile

Service Communications Manager, Project Management & Content Development

United States - Washington - Seattle

APPLY NOW

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

Service Communications Manager – Project Management & Content Development

Have you ever been confused or frustrated during a customer service interaction? Did you ever wonder if the customer service representative was having just as hard a time as you were – struggling to explain a complex policy or situation, how to best help you, and what you needed to do next?

What if you could help people on both sides of this interaction?

The Service Communications Office, part of the Agent Effectiveness Department under Expedia Group’s Traveler & Partner Support Platform (TPSP), is focused on enabling agents with effective messaging, tools, and insights to help them deliver World Class Service to thousands of travelers every day.

We’re looking for a Service Communications Manager focused on project management and content development. The manager should feel comfortable connecting the dots at 30,000 feet and seeing how our effort fits into the bigger strategy – but detail-oriented enough to identify risks and dependencies that come up in the complex world of travel and an evolving operation.

Note: In your application, please include examples of customer/consumer-facing content you’ve developed.

What you’ll do:

  • Build relationships across a matrixed organization, while confidently representing communications subject matter expertise, as we rethink service communication from the ground up

  • Explore issues and challenges with stakeholders, dig into the current state of process, people and technology issues causing communications challenges

  • Build and drive plans and solutions to service communication challenges; sometimes as a primary driver, and sometimes as an influencer

  • Write and develop modern, customer-friendly content and messaging - we’re eradicating trite and meaningless messages like “sorry for the inconvenience” from our service vocabulary

  • Infuse empathy, thoughtfulness, and customer-centricity into our agents’ overall approach, scripts and interactions with travelers

  • Drive refreshed content across service channels and experiences through key projects the manager may drive themselves, or in collaboration with our Shared Service, Product and Tech partners

Who you are:

  • 4-6 years of experience in communications, content development, project management, change management, customer experience and/or management consulting

  • Proven writing ability, with comfort and deep experience developing modern, customer-friendly messaging

  • Strong organizational skills, with the ability to develop, implement and optimize project plans in partnership with cross functional project teams

  • Effective speaking and interpersonal communication skills 

  • Problem solver and self-starter, and strategic thinker – with the ability to see the bigger picture without missing the details

  • While familiarity with the travel industry is preferred, it’s not necessary

At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and well-being, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and attest to their vaccination status before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.

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®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

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

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is lifeatexpediagroup.com/jobs.

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.

R-72407

Job Category
Operations & Services Group

Job Function
Customer Experience

Locations
United States - Washington - Seattle
United States - Texas - Austin

Job Type
Full-Time Regular

Similar Jobs

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

Don’t forget to follow us!

Find out more about our global family by following us on social.

#LifeAtExpediaGroup

Already applied? View your account


Interviewing at Expedia Group

Go to top