Business Operations, Associate ManagerDo you want a highly impactful role within a team that is growing fast? We are looking for a high-energy, motivated individual to run day-to-day business operations (BizOps). Our team handles 3rd party lodging partnerships to power Expedia's Marketplace by providing customers competitive inventory and diverse selection. As Associate Manager, Business Operations, you will oversee scaling and effectiveness of our partner and customer operations and ensure that issues are resolved to defined standards and within SLAs. In addition, the role will systematically prioritize and address issues to reduce overall caseload and create a better supplier and customer experience. This position will report to the Director 3rd party lodging partnerships. The position will be based in London, alternatively Madrid. Relocation is not available.What you'll do:Provide day to day management for supplier and customer operationsBalance workloads and resources to drive performance against SLAs and supplier expectationsMeasure and improve supplier and customer NPSDevelop tools, processes and solutionsInnovate to reduce case load and drive process and tool improvementsFurther progress the knowledge base content and structure for new scenarios that will arise from the team's scaling goalsGain the 'Voice of the customer and supplier' and work with the product, engineering, supplier engagement and transformation teams to ensure that their needs are represented on our roadmapsInnovate new ways to resolve casesMaintain and further progress reporting to facilitate day to day operation management, as well as reporting for senior partner audiencesProactively identify and address customer and supplier performance issues and challengesDevelop and facilitate training and coaching programs that address gaps in Job-Based SkillsEnable financial operations including invoicing and business performance reportingProvide general program management support for initiatives and special projects as required by the businessWho you are:Strong process orientation with experience running projects and leading change from inception through deliveryExperience handling multiple tasks and projects at a timePrioritize workload effectively with tenacity in a dynamic and complex work environmentWorks to understand both internal and external customer and supplier needs and develop plans to meet themManagement of complexity: Is able to work effectively in a complex, diverse, changing environmentAdapts well and is energized by changeAbility to look at solutions in unconventional ways, identify opportunities to innovate and execute against them3+ years of relevant work experienceAbout Expedia GroupExpedia 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.#J-18808-Ljbffr
