Senior Manager - Customer Success Strategy (brand Expedia)

Senior Manager, Consumer Business

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.

Expedia Group's consumer business has three flagship brands:

• Expedia® is the one-stop shop for travel, with a mission of helping travelers get the most out of every trip they take by providing everything they need all in one place, and feel supported every step of the way.
• Hotels.com® is the hotels expert that is all about giving travelers more of what they want — whether that's instant savings, flexible options, or rewards they can actually use.
• Vrbo® is the trusted vacation rental brand perfecting stays before they happen by helping travelers find their perfect fit, ensuring quality homes and hosts, and providing trusted support.

These teams set the strategic vision, operating plans, and investment priorities to create compelling and distinct traveler value and drive business growth. The team is responsible for effectively partnering with cross-functional teams in Marketing, Product, Technology, Supply, Advertising, Servicing, and Corporate Functions to deliver the best traveler and business outcomes.

As a Senior Manager, you will lead strategies that drive customer acquisition and retention, deepen customer engagement, and enhance the end-to-end experience across key customer segments. Your work will focus on identifying customer needs, setting clear priorities, and turning insights into simple, helpful travel experiences. You'll collaborate across a highly matrixed organization, partnering with marketing, product, supply and operations teams to deliver innovative solutions that attract, retain, and delight customers. This role requires a strategic mindset, strong cross-functional influence, and a passion for elevating the customer journey.

If you enjoy solving complex problems, collaborating across teams, and delivering results that make travel easier and more rewarding for customers, this role is for you.

In this role, you will:

• Partner cross-functionally with marketing and product teams to establish and deliver customer growth goals
• Lead strategies to drive growth and new customer acquisition across priority segments
• Strengthen loyalty and retention by evolving programs and expanding global opportunities
• Define and deliver a best-in-class customer service strategy that supports long-term growth
• Champion customer experience enhancements that improve satisfaction and profitability

Experience and qualifications:

• Bachelor's degree and 8+ years of experience or Master's degree and 6+ years of experience
• Demonstrated experience in strategy and project execution
• Strong track record in shaping and executing customer-centric strategies in a B2C context, with a passion for delivering exceptional experiences
• Ability to balance strategic thinking with a bias for action on execution of end-to-end deliverables
• Can lead, run & mobilize multiple stakeholders (including top executives) and balance multiple demands in a multifaceted fast-paced environment
• Ambitious, self-aware, and high-ownership mindset
• Excellent problem solver with ability to synthesize and present complex concepts to both executive leadership and operational teams

The total cash range for this position in Seattle is $155,000.00 to $217,000.00. Employees in this role have the potential to increase their pay up to $248,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual's knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee's passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

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™. © 2024 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 with 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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 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.