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.

Why Join Us?

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.

Our mission is to revolutionize travel through the power of technology. Are you passionate about putting the customer first in growing ecommerce businesses? Do you love understanding the varying needs of customers from across the world?

We are seeking a highly organized and collaborative B2B Service professional to ensure seamless onboarding and ongoing service support for our partners while driving service excellence. This role requires a proactive approach to partner education, operational coordination, and service improvement. The ideal candidate will possess strong analytical skills, a passion for delivering exceptional partner experiences, and the ability to manage complex cross-functional projects.

In this role, you will:

Help deliver service strategy for both Agent to Agent (A2A) and Customer Direct Service (CDS) operations supporting our demand partners.

• Collaborate with Retail Operations to ensure vendors deliver high-quality B2B service support.
• Analyze and address root causes for missed service-level agreements or deviations from standard policies.
• Partner with vendors to resolve escalated issues, conducting root cause analysis to implement sustainable solutions.
• Drive service improvement initiatives by identifying and addressing knowledge gaps through data signals (e.g., NPS, quality monitoring).

Process Optimization & Partner Support

• Develop and refine processes, policies, and communication guidelines to close service gaps.
• Act as a point of contact for commercial servicing inquiries via tools like Zendesk.
• Produce detailed reports on servicing insights, highlighting opportunities for market and partner-specific improvements.
• Drive ROI-focused partner interactions, forums, and structured collaborations to enhance global servicing outcomes.
• Support the end-to-end onboarding process for new partners, including API and Template solutions. Identify and resolve onboarding process gaps, proposing automation and efficiency improvements. Conduct comprehensive compliance checks and testing for onboarding tasks prior to partner launch. Collaborate with internal teams (e.g., Channel Operations, Technology, Partner Connect) to ensure a seamless transition to business as usual (BAU).

Training & Knowledge Management

• Coordinate and deliver training sessions for new and existing partners, focusing on policies, tools, and systems.
• Mentor and coach internal teams and vendor agents to ensure continuous skill and knowledge enhancement.
• Support strategic partner calls with business development teams, addressing servicing-related inquiries.

Cross-functional Collaboration

• Work closely with sales and business development teams on servicing requirements for RFPs and strategic partner meetings.
• Drive cross-departmental projects to enhance tools, reporting, and agent systems, ensuring alignment with service needs.
• Act as a liaison between stakeholders to prioritize and resolve onboarding and service issues effectively.

Experience and Qualifications:

• Proven experience in B2B service management, partner onboarding, or a similar role. (2yrs+)
• Strong analytical, report building skills and the ability to use data insights for decision-making. Ability to write basic SQL queries a bonus.
• Excellent communication and relationship-building abilities.
• Demonstrated expertise in process improvement and cross-functional collaboration.
• Familiarity with tools like Zendesk, SalesForce and CRM systems.
• Project management skills with a focus on driving ROI-driven outcomes.
• German or French language skills, spoken and written preferable

This role is integral to delivering exceptional partner experiences while supporting operational excellence and driving service improvements. If you are passionate about B2B service, thrive in a fast-paced environment, and excel at cross-functional collaboration, we encourage you to apply.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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, religion, gender, sexual orientation, national origin, disability or age.