Sr. Manager, Customer Experience

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. Introduction to team   This role sits on the Traveler Operations team within the Traveler & Partner Services Platform (TPSP) organization. You will oversee Expedia Group's external contact center vendors so they operate efficiently, follow company policy, and follow defined customer processes. The team owns how our vendor partners perform for travelers across voice, chat, and back office channels, and works with product, policy, and knowledge teams to fix what drives travelers to contact us again. Your work improves the customer experience and supports top operational performance. In this role, you will:  Oversee a multi-site network of external contact center vendors to promote operational efficiency, policy compliance, and adherence to defined customer processes Own vendor performance against key metrics such as resolution, handle time, customer satisfaction, quality, and service levels, find what drives changes in results, and agree remediation plans with vendor leadership Build working relationships with stakeholders, vendors, leaders, and business partners, and act as a trusted advisor who recommends solutions to meet business needs, reaches agreements that create value for all parties, and holds vendors accountable for agreed service levels and commitments Review data and customer interactions (calls, chats, and cases) to find the root cause of problems, measure customer and employee satisfaction and program effectiveness, and propose key performance indicators and recommendations that drive action, using analytics, automation, and AI tools to scale the work Act as the escalation point for customer and vendor issues, lead the vendor response to service disruptions, and work with product, policy, and knowledge teams to prioritize fixes to tools, processes, and policies Identify, size, and deliver efficiency and cost-saving opportunities, and partner with workforce planning and finance on forecasts, capacity, and targets Lead or take part in cross-functional projects by aligning timelines and milestones, spotting resourcing gaps, and adjusting plans to keep work on track, including getting vendor teams trained and ready when new processes, policies, or tools launch