Expedia Group · 2 days ago
Manager II, Lodging Improvements
Austin Domain 11 - HomeAway
Full-time
Onsite
Mid, Senior Level
$104K/yr - $146K/yr
5+ years expExpedia Group is a company that powers global travel through innovative technology and solutions. The Manager II, Lodging Improvements role focuses on enhancing the customer travel experience by analyzing performance and implementing strategic improvements in collaboration with various teams. The position involves managing operational KPIs, building relationships with stakeholders, and driving continuous improvement initiatives.
CommunitiesInternetReservationsTask ManagementTechnical SupportTicketingTourismTransportationTravel
Responsibilities
Analyzes trends of Process, Product & experience by journey, product, intent, channel, and/or customer to identify optimization and performance improvement opportunities
Builds subject matter expert knowledge of tools, products, policies, and processes
Builds relationships with key individuals within the team and with other department, organization, and external partners
Represents team as key point of contact with internal and external stakeholders
Monitor and ensure Operational KPIs are delivered and contribute to the overall goals and KPIs
Work closely with teams across Expedia to establish a stronger process for better agent/partner experience that also reflects in Customer’s journey/experience
Identifies drivers for fluctuations against KPIs and develops remediation plans
Gathers pertinent information about a problem by analyzing data and patterns and identifying underlying issues
Researches and recommends more detailed solutions to resolve problems
Looks for solutions which go beyond the individual customer resolution, also focusing on how to prevent poor customer experiences in the future, and works with teams across the business to implement these solutions
Represents team or function in cross-functional projects and initiatives as a subject matter expert
Measures and assesses customer satisfaction, efficiency, and effectiveness of changes with data collection methods and procedures, or identify relevant existing data
Uses relevant data sources to analyze and measure the impact of initiatives and projects
Contributes to and develops summary of business performance to key stakeholders
Keeps management informed on progress to goal and status
Demonstrates ability to manage several tasks and meet deliverable deadlines
Uses judgement to determine the relative impact and urgency of individual tasks
Helps team members prioritize and link daily work to broader objectives
Manages workloads to ensure all team members are fully deployed and skills are matched to the work requirements
Qualification
Required
5–7 years of operational management experience in customer services within the travel industry, with a strong background in process improvement
Proven track record of exceeding KPIs and SLAs, with sharp analytical skills to interpret data and drive actionable insights
Experience leading cross-functional initiatives, managing change, and working with distributed teams and vendors
Strong presentation, stakeholder engagement, and leadership skills with a proactive, solutions-focused mindset
Proficient in MS Office
Preferred
Experience in travel or eCommerce environments is a plus
Benefits
Medical/dental/vision
Paid time off
Employee Assistance Program
Wellness & travel reimbursement
Travel discounts
International Airlines Travel Agent (IATAN) membership
Company
Expedia Group
At Expedia Group (NASDAQ: EXPE), we believe travel is a force for good – it opens minds, builds connections, and bridges divides.
10001+ employees
H1B Sponsorship
Expedia Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (519)
2024 (410)
2023 (382)
2022 (629)
2021 (483)
2020 (366)
Funding
Current Stage
Public CompanyTotal Funding
$4.25BKey Investors
TCV
2025-02-21Post Ipo Debt· $985M
2020-04-23Post Ipo Equity· $1.2B
2020-04-23Post Ipo Debt· $2B
Leadership Team
Ariane Gorin
Chief Executive Officer
Ramana Thumu
Chief Technology Officer
Recent News
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2026-01-07
2026-01-07
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