Overseeing IT Service Desk operations and ensuring quality service delivery at OneDigital. Managing support incidents and collaborating with technical teams for optimal resolution.
About the role
- Senior Manager leading loyalty operations at Expedia Group. Developing strategies to enhance customer loyalty programs and mentoring a high-performing team in Seattle.
Responsibilities
- Develop and institutionalize best practices for managing loyalty program rules and mechanics across Expedia Group
- Build and evangelize standard operating procedures, communication workflows, and issue triage processes to ensure smooth program execution
- Operationalize and expand “run-the-business” initiatives for loyalty features such as Price Drop Protection and redemption opportunities across multiple lines of business
- Collaborate with Marketing, Product, Finance, Legal, Technology, and Brand teams to enhance loyalty programs and deliver a simple, consistent traveler experience
- Influence functional roadmaps to prioritize initiatives that align with loyalty program vision and brand needs
- Serve as a key integrator and advisor in enterprise-wide projects, representing loyalty operations and experience
- Manage and mentor a high-performing team, fostering a culture of collaboration and innovation
- Set clear objectives, provide regular feedback, and support career development through performance plans and coaching
- Ensure optimal workload distribution and skill alignment across team members
Requirements
- Bachelor’s degree preferred
- 10+ years of experience in loyalty, marketing, or related fields
- Proven success managing large-scale, global programs with cross-functional teams
- Deep understanding of loyalty program best practices and customer experience design
- Strong analytical skills with the ability to interpret complex data and drive actionable insights
- Exceptional communication and influencing skills, including experience engaging executive-level stakeholders
- Ability to thrive in a fast-paced environment, managing multiple priorities with attention to detail
- Proficiency in Microsoft Excel and PowerPoint; experience with Tableau and digital collaboration tools
- Familiarity with AI-driven approaches for process optimization is a plus.
Benefits
- medical/dental/vision
- paid time off
- Employee Assistance Program
- wellness & travel reimbursement
- travel discounts
- International Airlines Travel Agent (IATAN) membership
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