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About the Role
Expedia Group helps travelers explore the world through its consumer brands, B2B network, and travel advertising business. This role will define and drive traveler compensation strategy, turning policy and data into scalable solutions to improve traveler outcomes and business performance.
Responsibilities
- Define and drive traveler compensation strategy across refunds, goodwill offers, credits, points, and related treatments.
- Turn policy and data into scalable self-service and agent-facing solutions.
- Strengthen recovery outcomes, improve operational efficiency, and deliver measurable financial impact.
- Lead traveler compensation strategy and initiatives in close partnership with Operations and brands, creating clarity on priorities, outcomes, and execution.
- Own traveler compensation policies and strategy across refunds, goodwill offers, credits, points, and related treatments, balancing traveler outcomes with business value.
- Serve as the primary strategic partner for compensation strategy, aligning recommendations, governance, and execution with Operations, brands, analytics, finance, legal, product, and technology partners.
- Own return-on-investment analysis and ongoing monitoring for major compensation spend and loss management initiatives, translating data into recommendations for senior leaders.
- Partner with Product and Technology to integrate compensation treatments into self-service and agent tools, translating policy and strategy into scalable experiences and clear requirements.
- Maintain and publish a compensation and loss management scorecard covering loss, recovery, customer experience, agent performance, spend, and return on investment.
- Provide program management for key initiatives through roadmaps, dependencies, milestones, and risk management.
Requirements
- 8+ years of experience in strategy, customer operations, finance, consulting, loss management, or a related field.
- Experience leading complex, cross-functional work and influencing partners across Operations, brands, finance, legal, product, and technology.
- Experience leading complex, cross-functional programs from strategy through implementation, including planning, governance, risk management, and measurable outcomes.
- Comfortable analyzing financial, operational, customer experience, and workforce metrics, including spend and return on investment.
- Ability to build trust with senior stakeholders and communicate complex ideas clearly in writing and presentations, using sound judgment and thoughtful influence.
- Experience in contact center operations, e-commerce, travel, or a comparable customer-facing environment (preferred).
- Experience applying data and artificial intelligence to improve decisions, workflows, or customer experiences (preferred).
Skills
- Strategy
- Customer Operations
- Finance
- Consulting
- Loss Management
- Cross-functional leadership
- Influencing
- Program Management
- Data Analysis
- Financial Analysis
- Operational Analysis
- Customer Experience Analysis
- Workforce Analysis
- Return on Investment Analysis
- Communication (written and verbal)
- Judgment
- Influence
- Contact Center Operations (preferred)
- E-commerce (preferred)
- Travel Industry (preferred)
- Data Application (preferred)
- Artificial Intelligence Application (preferred)
Location
- Seattle
Work Type
- Full-time
Experience Level
- Senior Manager
- 8+ years
Salary/Compensations
- $146,000.00 - $204,500.00
- Potential to increase pay up to $233,500.00 based on sustained performance
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Employee Assistance Program
- Wellness reimbursement
- Travel reimbursement
- Travel discounts
- International Airlines Travel Agent Network (IATAN) membership
About the Company
- Expedia Group helps travelers explore the world with confidence and ease through its consumer brands (Expedia, Hotels.com, Vrbo), B2B travel business, and travel advertising offerings.
- Expedia Group is powered by passionate people, trusted partnerships, and leading technology.
- Expedia Group fosters a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work.
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.