Expedia Group · 3 days ago
Senior Customer Experience Specialist
USA - Florida - Miami
Full-time
Onsite
Mid, Senior Level
$73K/yr - $102K/yr
2+ years expExpedia Group is a company that powers global travel through innovative technology solutions. They are seeking a highly organized and collaborative B2B Service professional to ensure seamless onboarding and ongoing service support for their partners while driving service excellence.
CommunitiesInternetReservationsTask ManagementTechnical SupportTicketingTourismTransportationTravel
Responsibilities
Drive the execution of service strategies for both Agent-to-Agent (A2A) and Customer Direct Service (CDS) operations supporting demand partners
Collaborate with service delivery teams to ensure vendors provide exceptional B2B service support
Monitor and analyze service performance metrics (e.g., DUET, NPS, quality audits) to identify trends impacting partner experience
Investigate root causes of service-level gaps or policy deviations and share actionable insights with stakeholders
Resolve escalated issues through root cause analysis and implement sustainable solutions
Set clear expectations with stakeholders and partners regarding service standards, escalation processes, and communication pathways
Translate contact insights into actionable recommendations to improve partner engagement and reduce unnecessary contacts
Design and refine processes, policies, and communication guidelines to close service gaps
Serve as a key point of contact for commercial servicing inquiries via platforms such as Zendesk and Salesforce
Generate detailed servicing reports to highlight opportunities for market and partner-specific improvements
Lead ROI-driven partner interactions, forums, and structured collaborations to enhance global servicing outcomes
Support end-to-end partner onboarding, including API and template solutions. Identify and resolve process gaps, propose automation opportunities, and ensure compliance checks prior to launch
Collaborate with internal teams (e.g., Channel Operations, Technology, Partner Connect) to ensure a seamless transition to business-as-usual (BAU)
Coordinate and deliver training sessions for partners on policies, tools, and systems
Mentor internal teams and vendor agents to foster continuous skill development
Support strategic partner calls with business development teams, addressing servicing-related inquiries
Partner with sales and business development teams on servicing requirements for RFPs and strategic meetings
Drive cross-departmental projects to improve 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
Qualification
Required
Proven experience in B2B service management, or a similar role. (2yrs+)
Strong analytical skills and the ability to use data insights for decision-making
Excellent communication and relationship-building abilities
Demonstrated expertise in process improvement and cross-functional collaboration
Familiarity with tools like Zendesk, Salesforce and other CRM systems
Project management skills with a focus on driving ROI-driven outcomes and timelines
Benefits
Medical/dental/vision
Paid time off
Employee Assistance Program
Wellness & travel reimbursement
Travel discounts
International Airlines Travel Agent (IATAN) membership
Company
Expedia Group
At Expedia Group (NASDAQ: EXPE), we believe travel is a force for good – it opens minds, builds connections, and bridges divides.
10001+ employees
H1B Sponsorship
Expedia Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (519)
2024 (410)
2023 (382)
2022 (629)
2021 (483)
2020 (366)
Funding
Current Stage
Public CompanyTotal Funding
$4.25BKey Investors
TCV
2025-02-21Post Ipo Debt· $985M
2020-04-23Post Ipo Equity· $1.2B
2020-04-23Post Ipo Debt· $2B
Leadership Team
Ariane Gorin
Chief Executive Officer
Ramana Thumu
Chief Technology Officer
Recent News
PhAndroid.com
2026-01-07
2026-01-07
Company data provided by crunchbase