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Operations Associate, Activities

The Operations Associate will be supporting partners of a specific region, as well as their Account Managers, in their daily operations. They will also provide support to other strategic or global accounts that demand a bespoke level of service.

This position has daily interaction with external partners, other members of the Activities team, and internal managers from multiple lines of businesses.

What you'll do:

• Record, track, and ultimately achieve quarterly objectives as set by the business
• Demonstrate a detailed understanding of how and where we sell activities to customers on Expedia channels
• Educate partners on how to maintain and optimize their products on Expedia's extranet
• Resolve day-to-day problems with product availability, invoicing, content changes, and customer service issues by following agreed processes
• Manage product set up, pricing renewal and insurance requirements for partners
• Process a large number of refund/cancellation requests daily and support fund recovery & reconciliation exercises
• Assist with supply contract negotiation/amendments and product onboarding for new and existing partners
• Liaise with Account Managers to resolve customer escalations originating from Expedia call centers
• Identify gaps in team and customer knowledge & request the creation of routine technical communication materials (e.g., policies & procedures, guidelines, presentations, messages)
• Competently support ad-hoc projects end-to-end when required, clearly communicating progress and risks
• Customer-focused: Works to understand both internal and external customer needs and develops plans to meet them
• Planning: Understands the needs of the business, anticipating and developing business priorities to meet these. Organization and time management skills
• Troubleshooting: Assists with suspected issue or incident investigations (HIE) or persistent issues by gathering and documenting necessary information and possible solutions
• Management of complexity: Can work optimally in a complex, diverse, changing environment. Adapts well to and is energized by change
• Personal Efficiency:Hardworking teammate with a positive can-do attitude

Who you are:

• Bachelor's degree in a related field; or equivalent related professional experience
• 1+ years of related professional experience. Customer Service experience preferred
• Experience using a CRM ticketing system to create/manage casework or using travel industry applications
• Ability to identify, prioritize, and suggest improvements in operational processes and supporting technology
• Ability to effectively communicate to various levels and through a variety of communication channels
• Able to work independently as well as be a strong team worker, ensuring the whole team wins

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.

© 2021 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 to 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.

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