Manager, Customer Experience

Hotwire - Seattle, WA 98119 (Queen Anne area)

Job details Job Type Full-time Full Job Description Manager, Customer Experience

The future of travel depends on delivering an intuitive and low effort customer service experience. The best customer service outcome is no servicing required at all, followed by simple self-serve capabilities, and lastly an effortless interaction with a trusted travel advisor. This team will be our resident operations specialists on the customer journey, shaking out opportunities for improving the entire experience and collaborating with teams across the company to implement these enhancements!

What you’ll do:

With a view on the complete customer experience, the role will champion resolving issues upstream and crafting treatments as well as improving downstream processes and policies delivered by an agent that will help guide customers through an effortless experience and outcome. This role will focus on all Expedia Group brands at a global level across our portfolio of travel products (ex. Hotel, Air, Car, Package) and through all customer service mediums, including website, app, voice, chat, and email.

  • Build effective working relationships with respective teams to drive a phenomenal customer and agent experience

  • Analyze trends of cost & experience by journey / product / intent / channel / partner to identify optimization and prevent opportunities

  • Input on business cases on Prevent/CX opportunities to assist with prioritization of initiatives

  • Build out an operational roadmap of prioritized improvement initiatives

  • Use data to measure and track the impact of implemented Prevent and CX initiatives

  • Work with product and other operations teams to draft customer journeys, business requirements, and go to market strategy

  • Develop new Test & Learns and feedback processes to generate insights for policy/process creation

Who you are:

You have a passion for the customer and the resourcefulness for solving problems. You are fanatical about identifying and removing effort from the traveler's journey. You use data & analytics to know who our customers are, what they are doing, why they need to engage, how they get resolution, and how to measure the effectiveness of the process, so you can advocate on tailoring the service experience for the best results.

  • Customer obsessed with a passion for continuously improving customer experience

  • A self-starter who solves problems and follows up on commitments in a timely manner

  • Analytic background, able to interrogate data to form hypotheses, draw conclusions and make recommendations / develop business cases

  • Comfortable with ambiguity, thinks out of the box, and shares creative ideas to inspire change

  • Have experience influencing and earning the trust of senior partners and moving business teams to take action

  • Ability to evaluate business processes to find opportunities to optimize experience and efficiency

Why join us:

Expedia Group recognizes our success is dependent on the success of our people. We are a global 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 bring the world within reach – 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 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®,®, Expedia® Partner Solutions, Egencia®, trivago®, Vrbo®, Orbitz®, Travelocity®, Wotif®, ebookers®, CheapTickets®, Hotwire®, Expedia® Media Solutions,™, Expedia Local Expert®, Expedia Cruises™ and SilverRail Technologies, Inc. For more information, visit

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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, 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.
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