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About the Role
As part of Expedia Group B2B’s Partner Operations team, you’ll be at the executional core of APAC partner support, helping B2B partners and their hotel partners resolve operational issues quickly and effectively. You’ll manage day-to-day cases, build trusted partner relationships, and collaborate with internal teams to deliver a consistent, high-quality support experience. This is an opportunity to build deep expertise in a fast-growing program while contributing to operational excellence across the region.
Responsibilities
- Serve as a primary point of contact for B2B partner and hotel partner inquiries, managing a high-volume case queue across operational topics including rate loading, rate plan configuration, program setup, mapping, rate corrections, reservations, and content.
- Triage incoming cases, engage the appropriate Expedia Group subject matter experts, and track issues through to resolution while keeping partners informed.
- Build strong day-to-day working relationships with B2B partner contacts, acting as a reliable and knowledgeable operational counterpart.
- Use case management tools to log, track, route, and report on cases, maintaining accurate records and following escalation protocols when needed.
- Identify recurring issues and patterns, flag opportunities to improve workflows or reduce avoidable contacts, and contribute to the B2B Partner Operations playbook.
Requirements
- You have 3+ years of experience in B2B operations, partner support, account operations, customer operations, or a similar client-facing operational role.
- You have professional proficiency in both Japanese and English.
- You have experience working in cross-functional environments with multiple internal stakeholders.
- You bring strong case management and prioritization skills, with the ability to manage a busy queue without compromising quality.
- You have excellent written and verbal communication skills and can engage clearly and professionally with external partners and internal teams.
- You have a high attention to detail and a methodical approach to problem-solving.
- You are familiar with CRM or case management tools.
- Experience in travel, hospitality, online travel, or B2B technology-enabled services is helpful.
Skills
- Case management
- Prioritization
- Written communication
- Verbal communication
- Attention to detail
- Problem-solving
- CRM
- Case management tools
Experience Level
- 3+ years of experience in B2B operations, partner support, account operations, customer operations, or a similar client-facing operational role.
Education Level
- Bachelor’s degree in a relevant field or related technical field; or Equivalent related professional experience.
About the Company
- Expedia Group helps travelers explore the world, one journey at a time.
- Expedia Group is a global travel company powered by passionate people, trusted partnerships, and leading technology.
- We connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.
- Expedia Group B2B connects partners across the travel industry to our leading technology, supply, and services - helping them deliver seamless travel experiences to their customers.
- Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings.
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, religion, gender, sexual orientation, national origin, disability or age.