Expedia Group · 16 hours ago
Senior Manager, Customer Experience
USA - Florida - Miami
Full-time
Onsite
Senior Level
$136K/yr - $190K/yrExpedia Group is a company that powers global travel for everyone, everywhere, and they are seeking a Senior Manager for Customer Experience. This role involves delivering B2B servicing for demand partners across Latin America and ensuring operations meet local consumer laws and regional customer expectations.
CommunitiesInternetReservationsTask ManagementTechnical SupportTicketingTourismTransportationTravel
Responsibilities
Help define and deliver the Latin America service strategy for operations supporting our demand partners, including agent-to-agent and call center servicing
Partner with retail operations and vendor partners to ensure servicing levels are met, with the right staffing, quality controls, and calibrations in place to support current demand and future growth in Latin America
Oversee and continuously improve B2B agent processes, knowledge base content, and communication workflows so agents can efficiently support partners in Brazilian Portuguese and Latin American Spanish
Use data to identify operational efficiencies, segment and differentiate service, and optimize against contractual obligations while ensuring compliance with local consumer protection standards (including Right of Regret and local variants)
Prioritize and help resolve issues that impact our operations in Latin America (for example, payments, documentation, regulatory requirements), improving escalation management and reducing resolution times
Build a deep understanding of agent tools, policies, and processes used to support the B2B business in Latin America, and advocate for enhancements that improve both partner and traveler experiences
Develop and maintain clear reporting and business review cadences with key stakeholders, monitoring cost, revenue, service levels, and operational performance across Latin American markets
Collaborate with retail operations and B2B commercial teams to reduce errors, write-offs, and fraud, and, where appropriate, represent TPSP and our servicing strategy in external partner forums across the region
Qualification
Required
Native fluency in Brazilian Portuguese and English, both written and verbal, with experience in customer- or partner-facing environments
Deep experience working with Latin American markets (for example, Brazil, Mexico, Argentina, Colombia, Chile, Peru) in a customer or partner operations capacity
Strong understanding of Latin American consumer protection practices and regulatory frameworks in the travel or ecommerce space (for example, Right of Regret, refund and cancellation norms, chargeback practices)
Proven track record of adapting global policies to local market needs while maintaining compliance, customer satisfaction, and operational efficiency
Background in operational B2B customer service, management consulting, or corporate strategy, ideally within a travel or ecommerce company with a significant Latin America presence
Experience leading complex, multi-market operational initiatives that improve productivity, quality, and customer satisfaction in regional or global environments
Demonstrated ability to work collaboratively in highly matrixed, cross-functional teams, building strong relationships with commercial, operations, product, and technology partners
Excellent communication, presentation, and interpersonal skills, with the ability to influence senior stakeholders across Latin America and globally
Distinctive problem-solving and analytical skills, with strong business judgment and comfort using data to drive decisions and prioritize impact
Proven ability to influence without direct authority and drive change through others, including front-line operations and partner-facing teams
Ability and willingness to travel domestically and/or internationally approximately 20–25% of the time, as business needs require
Preferred
Professional fluency in Latin American Spanish strongly preferred
Tri-lingual proficiency (English, Brazilian Portuguese, Latin American Spanish) strongly preferred
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.
Founded in 1996
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
Apollo,Silver LakeTCV
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
2026-02-04
2026-02-03
2026-02-03
Company data provided by crunchbase