Capabilities Support Manager

Expedia Group is looking for extraordinary talent to join the Traveler Engagement and Loyalty Team to drive the future of traveler communications and engagement. This role is a unique mixture of marketing expertise and product knowledge to bring the most powerful customer engagement platform for the travel industry into existence.

You will work in a truly customer focused organization and bring the depth of thinking to solve problems and drive incremental business value through the direct communication channels we have with our customers like email marketing, push notifications and in product messaging.

In this role you will help bridge the gap between end-users, operations and product and technology teams to help troubleshoot platform issues and strategize when new features need to be requested by the capabilities team.

What you'll do:

• Support the transition from 5 different marketing tech stacks into 1

• Engage with operations and product/technology teams to troubleshoot issues and provide guidance on expected behaviours

• Partner with both operations and production teams to establish scalable processes and feedback loops

• Help prioritize open issues and synthesize into themes that may need to be holistically addressed

• Test and sign off on releases to ensure they meet a proper definition of done

• Collect, define, and refine future capability sets to empower marketers to build personalized, powerful communications

• Scope and create project plans, developing processes, coordinating, and driving execution, and communicating to senior management on status, risks, and process or product changes

• Own communication, accelerating progress by driving crisp and timely decisions, clearing blockers and escalating as appropriate

• Influence design and development of strategic processes

• Support an environment of digital innovation and best practice, ensuring the use of technologies for the benefit of stakeholders and members

Who you are:

• 5+ years of experience in CRM channels, including email, push and SMS for a B2C brand

• Experience with structuring customer and business problems and solutions to address, determining tangible actions and driving forward the execution of initiatives to solve problems

• Ability to understand various technical concepts at a high level and how they relate to platform operations

• Previous success building strong partnerships and relationships with clients or stakeholders in a wide range of roles and levels, across the institution

• Strong commercial acumen and the ability to simplify and communicate complex concepts concisely and clearly

• Strong relationship and facilitation skills both within diverse engineering and global cross-functional organizations

• Cross-functional project management experience, with the ability to prioritize and advance projects requiring sales, engineering, and product stakeholder support

• Natural ability to develop relationships and influence without authority across all levels in an organization, from senior executives to individual contributors

• Advanced understanding of CRM best practices and comfortable working with data - ideally proficient in SQL to do data research as part of exploration/troubleshooting

• Experience with CRM and Marketing automation tools (e.g. Salesforce Marketing Cloud, Adobe Campaign, Braze, Responsys, etc.)

• Advanced knowledge of Jira, Confluence and SharePoint a plus

• Product management background is a plus

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