Sr. Service Delivery Manager at Expedia Group

Seattle, Washington, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Travel, Technology, MarketingIndustries

Requirements

Experience as an incident manager
Strong analytical skills to identify instabilities and inefficiencies proactively and reactively
Proven problem-solving abilities
Ability to collaborate effectively with others to reach resolutions
Passion for delighting customers

Responsibilities

Manage all incidents received to resolution and ensure they are resolved within service level targets
Deliver quality solutions that resolve the issue at first contact and ensure all partner satisfaction metrics are met
Identify inefficient processes and implement operational solutions using root cause analysis and process redesign to deliver operational efficiencies
Monitor work volumes and call out trends in a timely fashion to ensure proactive steps are taken to anticipate issues before they arise
Provide the business with detailed and comprehensive analysis on incidents and any future recommendations
Monitor process flows and proactively identify breakpoints or bottlenecks, taking appropriate actions to resolve issues
Build relationships with dependent teams to enhance the team’s visibility and influence

Skills

Key technologies and capabilities for this role

Service DeliveryStrategic PartnershipsAffiliate MarketingB2B MarketingB2C MarketingMarketing Strategy

Questions & Answers

Common questions about this position

What benefits does Expedia Group offer?

Expedia Group provides a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup with cool offices, and career development resources.

Is this a remote or hybrid role?

The role is part of a global hybrid work setup, with some pretty cool offices.

What key skills are needed for the Sr. Service Delivery Manager role?

The role requires strong analytical skills to identify instabilities and inefficiencies, experience in incident management including triaging and troubleshooting, and the ability to collaborate with others to resolve issues while delighting customers.

What is the company culture like at Expedia Group?

Expedia Group fosters an open culture where everyone belongs, differences are celebrated, and success is shared, guided by Values and Leadership Agreements with people coming first.

What makes a strong candidate for this Service Delivery Manager position?

A strong candidate is an experienced incident manager who lives to solve problems, thrives on collaboration, and has a passion for delighting customers in the SPA ecosystem.

Expedia Group

Travel booking platform for various services

About Expedia Group

Expedia Group operates in the travel industry, offering a wide range of services for travelers and travel-related businesses. It connects users to various travel options, including flights, hotels, car rentals, vacation packages, and activities, allowing them to find and book trips that fit their needs and budgets. The company generates revenue primarily through commissions from bookings made on its platforms and through advertising, where travel service providers can promote their offerings. Unlike many competitors, Expedia Group not only serves individual travelers but also partners with travel agencies and corporate clients, providing them with valuable data and tools to enhance their operations. The goal of Expedia Group is to create a seamless travel experience for users while supporting its partners in growing their businesses.

Bellevue, WashingtonHeadquarters

1996Year Founded

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

Benefits

Paid Vacation

Parental Leave

Hybrid Work Options

Professional Development Budget

Risks

Riyadh Air's entry into the market could increase competition for Expedia.

CFO transition may lead to strategic shifts or instability in financial management.

Expedia's partnership with Mondelez WTR may not yield expected results due to economic uncertainties.

Differentiation

Expedia Group operates a diverse portfolio of travel brands, including Expedia and Vrbo.

The company offers a comprehensive suite of services for travelers and travel-related businesses.

Expedia Group partners with service providers, offering data, tools, and technology to optimize operations.

Upsides

Increased demand for personalized travel experiences enhances Expedia's AI-driven recommendation systems.

The rise of 'workcations' allows Expedia to market longer stay packages.

Sustainability in travel is a priority, enabling Expedia to promote eco-friendly options.

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