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 global hybrid work setup (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.

Senior Operations Specialist – TPSP PLS Operations

Introduction to the Team

We are seeking a highly organised 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:
 

The TPSP PLS Operations team ensures best-in-class partner servicing for our Agent to Agent (A2A) and Customer Direct Service (CDS) operations. In this role, you will:

Service Strategy & Quality

• Ensure high-quality support for demand partners in Agent to Agent (A2A) and Customer Direct Service (CDS)

• Work with Retail Operations and vendors to ensure high-quality B2B service support, resolve escalated issues

• Analyse root causes of service gaps and drive improvements using data insights (e.g., NPS, quality monitoring)

Onboarding & Implementation

• Manage end-to-end onboarding for new partners, including API and template solutions ensuring compliance

• Collaborate with internal teams (e.g., Channel Operations, Technology, Partner Connect) to ensure a seamless transition to business as usual (BAU)

Process Optimization & Partner Support

• Optimize processes, policies, and communication to close service gaps and improve efficiency

• Serve as the main contact for commercial servicing inquiries and provide actionable insights through detailed reporting

• Lead ROI-driven partner engagements, forums, and collaborations to enhance global service outcomes

• Deliver training sessions for new and existing partners, focusing on policies, tools, and systems

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 prioritise and resolve onboarding and service issues effectively

Experience & Qualifications:

• 4+ years of proven experience in B2B service management, partner onboarding, or a similar role

• 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, CRM systems

• Project management skills with a focus on driving ROI-driven outcomes

• Proficiency in English and Mandarin a must

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

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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.