Senior Service Delivery Manager

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 flexible work model (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.

Service Delivery Manager

We create and deliver an aligned, dedicated marketing strategy to fuel each Expedia Group brand's success. Since our travelers interact with us through our brands, we have a brand focus in our marketing, while leveraging the scale and efficiency we've built in functional expertise.

Strategic Partnerships and Affiliates (SPA) is a dynamic and rapidly growing business within Expedia Group's consumer segment. Positioned at the intersection of B2B and B2C marketing, SPA empowers thousands of affiliate partners, businesses, and individuals to thrive as travel entrepreneurs through an extensive portfolio of branded travel products.

As a Service Delivery Manager, you will play a critical role in ensuring the seamless operation of SPA's business. Your primary focus will be managing and resolving incidents, optimizing processes, and proactively identifying inefficiencies in the SPA ecosystem. You will collaborate across business units, leveraging analytical skills to troubleshoot issues, enhance partner satisfaction, and drive operational improvements.

In this role, you will:

• Manage incidents from intake to resolution within established service level targets

• Deliver solutions that resolve issues at first contact, ensuring high partner satisfaction

• Analyze processes using root cause analysis to enhance operational efficiency

• Monitor work volumes and identify trends to proactively address potential issues

• Provide comprehensive reports and insights on incidents with recommendations for improvement

• Track process flows, identifying and resolving bottlenecks and inefficiencies

• Foster relationships with internal teams to improve visibility and prioritization

• Communicate updates to SPA stakeholders, managing expectations effectively

• Own all API-related inquiries and escalations, ensuring timely resolution

Experience and qualifications:

• 5+ years of experience in Incident Management or a similar operational role

• Strong problem-solving skills with the ability to work cross-functionally at all levels

• Proven ability to analyze large datasets to identify patterns and troubleshoot issues

• Ability to work independently while managing multiple tasks effectively

• Intermediate SQL proficiency for data extraction and query creation

• Experience with API support and testing (preferred)

• Excellent communication skills with a strong ability to influence and collaborate with senior stakeholders

The total cash range for this position in Chicago is $108,500 to $152,000. Employees in this role have the potential to increase their pay up to $173,500, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

The total cash range for this position in Seattle is $116,500.00 to $163,000.00. Employees in this role have the potential to increase their pay up to $186,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual's knowledge, skills, and experience. Pay ranges may be modified in the future.

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

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you're confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.