Air Operations Manager II

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.

Air Operations Manager II

Are you an air industry operation professional looking to join a leading global travel-technology company? Are you data-driven, passionate about customer experience and finding creative solutions in a fast-paced, challenging environment?

The Expedia Group Air Operations Team defines how our network of trusted travel advisors helps customers at every step of their air travel experience. In Air Operations we aim to build scalable solutions for both airline travelers and customer service agents, removing friction points and creating a seamless customer experience. The team are subject matter experts in our airline products, processes and policies. Working in partnership with air account management, customer operations and technology teams the air operations team are key players in the innovation and improvement of the traveller experience.

What you’ll do:

• Develop an in-depth understanding of air customer organization, key offerings, and business goals and challenges to understand their needs better.
• Analyze trends of cost and experience by journey, product, intent, channel, and/or customer* to identify optimization and performance improvement opportunities.
• Provide subject matter expert insights on air products, processes and policies where appropriate and required.
• Build relationships with key individuals within the team, department, organization, and external partners.
• Represent team as a key point of contact for air escalations both internally and externally.
• Monitor and ensure KPIs are delivered and contribute to the overall customer* experience goals.
• Identify reasons for fluctuations (e.g., call listening sessions, data dashboards, escalations, and product notifications) against KPIs and remediate.
• Ensure timely action on issues/bugs escalated and business to reduce customer* effort and increasing efficiency.
• Gathers pertinent information about a problem by analyzing data and patterns and identifying underlying issues.
• Researches and recommends more detailed solutions to resolve problems.
• Implements solutions based on advanced knowledge of standard practices and previous experiences; escalates complex or unprecedented issues as needed.
• Looks for solutions that 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.
• Delivers requested detailed information about the uses and values of the company’s products/offerings.
• Able to accurately journey map across product, intent, and platform offering.
• Contribute and develop a 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.
• Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines.

Who you are:

• 3+ years of operational experience within the air industry
• Strong knowledge of GDS
• Experience and proven success in developing and meeting/exceeding KPIs and SLAs
• Experience working in heavy data environment and being able to interpret and present clear and thoughtful analysis and actions with a keen eye for detail
• Proficiency in MS Office with experience in analysis, research, and building business cases
• Excellent collaboration, communication, and presentation skills
• Proven business, leadership, and performance management skills
• Travel or E-commerce experience preferred; working knowledge of GDS preferred
• Ability to map cross-functional and detailed complex processes
• Exceptional organization and time management skills
• Used to working as a lead and/or member of projects
• Experience working on projects or initiatives with geographically distributed teams and vendors preferred
• Proven ability to work autonomously in high-pressure/demanding team
• Proven change management experience
• High energy and a positive outlook with the passion to make things better at every opportunity
• Take initiative, ownership and be a self-starter

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 careers.expediagroup.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, religion, gender, sexual orientation, national origin, disability or age.

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 careers.expediagroup.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, religion, gender, sexual orientation, national origin, disability or age.