Advanced Traveler Escalations Supervisor

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Advanced Traveler Escalations Supervisor

Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

At VRBO, we are committed to delivering exceptional traveler experiences. We believe that our team plays a pivotal role in achieving this goal. We are seeking an experienced and dedicated Traveler Service Supervisor to lead and guide our team in maintaining service, quality, and traveler experience standards, and to ensure continuous improvement in our operations.

As a Advanced Traveler Escalations Supervisor, you will have the responsibility of overseeing and leading the team to achieve and maintain service, quality, and traveler experience standards. You will be evaluating the performance of agents to ensure all key areas of responsibility are met while upholding the highest quality standards. Additionally, you will partner with internal teams and stakeholders to collect and share feedback aimed at process optimization.

In this role, you will: 

• Performance Evaluation: Evaluate the performance of agents to ensure that key areas of responsibility are met while maintaining quality standards.
• Team Development: Coach and counsel team members on key areas of responsibility and develop the team for growth opportunities.
• Policy and Procedure Management: Manage and implement policies, procedures, and productivity standards with a focus on data accuracy.
• Metrics Improvement: Drive efforts to improve key metrics, including case closure rate, reopen rate, and other relevant performance indicators.
• Data Analysis: Identify data trends and gaps, and work on opportunities for process enhancement.
• Quality Audits: Conduct the required number of quality audits to stay updated on process strengths and areas for improvement.
• Stakeholder Communication: Connect with stakeholders and internal teams to maintain positive working relationships.
• Schedule Adherence: Ensure the team follows schedule adherence and Zero Tolerance Policy (ZTP) guidelines.
• Escalation Management: Prioritize urgent and sensitive escalations while maintaining case age and reopen rate at a minimum.
• Performance Evaluation: Define objectives, evaluate performance, and discuss areas of improvement through consistent 1:1 time with team members.
• Performance Reviews: Complete monthly and annual performance reviews for direct reports and initiate action plans for improvement.
• Efficiency Enhancement: Identify opportunities to increase process efficiency while promoting a positive work environment.
• Additional Duties: Perform other duties and projects as assigned.

Experience and Qualifications: 

• 4+ years of experience in customer experience and Travel domain is required.
• Previous leadership experience in managing all aspects of a team of employees is strongly preferred.
• Strong working knowledge of MS Office products, Expedia/VRBO systems, and our website; be technically savvy and efficient in working across multiple systems.
• Experience in effective performance management and coaching techniques.
• Track record of exhibiting good judgment and common sense.
• Skilled in fair and impartial judgment.
• Strong organizational skills with the ability to effectively manage concurrent situations and priorities.
• Strong verbal and written communication skills.
• Ability to adapt well to change and assess situations to adjust approach and communication accordingly.
• Flexibility to rotate shifts five days per week, 24x7, as required.
• Ability to take ownership of and resolve complex cases through to resolution.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity

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.