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About the Role

The Loyalty Experience Manager serves as a subject matter expert for a defined set of loyalty experiences and owner of key operational processes. This role ensures the assigned loyalty experience area is intuitive, rewarding, and operationally robust across all touchpoints and channels, while staying aligned to our overall program and brand strategies. You will translate program vision and rules into clear, scalable operational processes, documentation, and experiences, partnering closely with various teams to deliver simple, consistent, and delightful loyalty journeys for travelers. This is a manager-level role for an individual who is hands-on in operations, comfortable with complex details, and able to influence cross-functional stakeholders to maintain and improve the loyalty experience.

Responsibilities

Serve as the program owner for specific loyalty experiences, acting as the subject matter expert across Brands and Points of Sale.
Ensure consistency of the end-to-end experience for your experience areas across site experience, communications, and Agent support articles.
Maintain program rule documentation for your areas and partner with Legal and other stakeholders to keep T&Cs and internal documentation aligned with the live experience.
Work with cross-functional teams on changes that impact loyalty experiences, balancing customer value, Brand strategy, economics, and operational feasibility.
Maintain a prioritized enhancement backlog, informed by data, traveler feedback, audits, and issue trends.
Build clear business cases and apply strong financial acumen to proposed changes to loyalty mechanics.
Partner with Loyalty Performance to understand and influence key economics and performance drivers for your area.
Own a key loyalty operations process end-to-end, defining clear priorities, workflows, and outputs.
Ensure the process is well-documented, scalable, and structured so broader team members can support execution consistently and efficiently.
Continuously review and refine the process to improve speed, quality, and traveler outcomes while managing operational risk.
Act as owner for issues related to your experiences that impact members, leading traveler and business resolution and keeping key stakeholders updated on progress.
Serve as the central coordination point across cross-functional teams to drive timely, aligned resolution paths for members.
Understand the traveler impact of the issue and define remediation plans that protect both traveler experience and business outcomes.
Execute regular audits of your experiences as part of the bi-annual audit process.
Define and monitor operational controls, KPIs, and guardrails that ensure loyalty mechanics in your area are functioning as intended.

Requirements

7+ years of relevant experience
Experience in loyalty, marketing, product operations, or a related discipline
Experience running or optimizing complex customer programs and processes
Strong understanding of loyalty program mechanics, customer journeys, and how to improve experiences that are simple, transparent, and rewarding for travelers.
Proven track record designing and running scalable operational processes, documentation, and frameworks in a fast-paced, global environment.
Comfortable working with data to diagnose issues, size opportunities, and measure impact
Able to interpret financial and performance data, understand P&L and unit economics impacts, and build business cases that balance traveler value, cost, and commercial outcomes.
Ability to collaborate and build strong relationships across functions and levels, using clear written and verbal communication to drive decisions and shared outcomes.
Comfortable handling multiple projects simultaneously while remaining organized and detail-oriented
Resilient and able to adapt as business priorities and strategies evolve.
Proficient with modern collaboration tools and open to leveraging AI and automation to streamline and scale operational work.

Skills

Excel
Tableau
AI
Automation

Location

Seattle
Austin

Work Type

Full-time

Experience Level

Manager level

Education Level

Bachelor's degree preferred

Salary/Compensations

Seattle: $110,500.00 - $155,000.00 (potential to $177,000.00)
Austin: $110,500.00 - $155,000.00 (potential to $177,000.00)

Benefits

Medical, dental, and vision coverage
Paid time off
Employee Assistance Program
Wellness and travel reimbursement
Travel discounts
International Airlines Travel Agent Network (IATAN) membership

About the Company

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings.
Across our brands and business, we help travelers explore the world with confidence and ease.

Equal Opportunity

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, veteran status, or any other characteristic protected by law.
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.