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Capabilities Support Manager



Customer Service
Multiple locations
Posted on Thursday, January 11, 2024

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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


The total cash range for this position in Austin is $82,500 to $115,500. Employees in this role have the potential to increase their pay up to $132,000, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

The total cash range for this position in Seattle is $110,500.00 to $155,000.00. Employees in this role have the potential to increase their pay up to $177,000.00, 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. View our full list of benefits.

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.

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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 to whom we have not made prior contact. Our email domain is The official website to find and apply for job openings at Expedia Group is

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.