Customer Experience Manager

Overview

In this role you will enhance the B2B service model within the Traveler & Partner Service Platform, supporting RAPID API, TAAP, and WLTP initiatives. You will translate partner needs into scalable, integrated solutions and drive change across Product, Tech, and Operations. You’ll combine analysis, storytelling, and process design to reduce manual effort and improve partner servicing. You will work in a tight-knit team that differentiates Expedia Group in the B2B travel marketplace, delivering fit-for-purpose experiences for Demand Partners.

Responsibilities

• Develop a deep understanding of TPSP and B2B offerings, goals, and challenges to shape needs.
• Lead and support delivery of new initiatives from requirements through go-to-market, testing, and deployment.
• Own servicing requirements and ensure documentation before product design and development.
• Identify and champion automation, AI, and data-driven insights to enhance partner servicing.
• Build and maintain cross-functional relationships with Product, Tech, and Operations.
• Proactively identify improvements to prevent poor traveler/partner experiences and implement solutions.
• Assist in establishing processes, tools, frameworks, and stakeholder training, including change management.
• Support servicing configuration and setup of Partners for operational readiness.
• Adhere to documentation standards and external reporting.

Key requirements

• Bachelor’s Degree in related field;
• Experience solving complex business problems with a methodical, consultative, and well-communicated approach.
• Experience running projects of varying sizes against tight deadlines delivering tangible benefits.
• Strong process review and mapping experience.
• Natural curiosity to identify scalable and measurable solutions.
• Excellent verbal and written communication skills for diverse audiences.
• Travel industry experience preferred but not essential.

• Cross-functional collaboration
• Clear verbal and written communication
• Problem-solving mindset
• Automation
• AI
• Data-driven insights

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