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.
Expedia Group is the global leader in travel. From the practical matters of booking flights, cars, hotels, packages, local activities, or vacation rentals to realizing dreams and bucket lists, we cover the entire breadth of this deep and varied relationship with our travelers and partners.
As a Traveler Trust & Safety Specialist, you will play a critical role in maintaining the safety and integrity of our community and platform. Your primary responsibility will be to understand and enforce our community standards and policies concerning traveler and partner activities. In addition, you will work closely with various stakeholders and Lines of Business (LoB) to identify and resolve risk-related issues, ensuring effective communication across all levels, both internally and externally.
What You'll Do:
Work as part of our Trust & Safety team to carry out investigative work through coordinating the proactive & reactive identification, assessment, and mitigation of risk to travelers, partners, suppliers, and Expedia Group as a whole
Apply a thorough understanding of relevant regulations, policies, and travel industry standards in a nuanced manner to navigate complex issues
Liaise with outsource vendors to ensure delivery of agreed targets and SLAs and key system development projects, within agreed timelines
Collaborate with internal and external stakeholders to collect, maintain and risk assess safety data, and provide insights and decisions for follow up and risk management and mitigation
Deliver information to the Manager's requirements, including in-depth analysis of existing, regular performance against target metrics, and risk calculation criteria for selection of key product for assessment
Provide feedback and input to continuously improve operational delivery, training curriculum and documentation of processes, champion change and support implementation
PLEASE NOTE: Availability to work occasional evenings, weekends, and holidays as needed to meet operational demands
Who You Are:
An associate's or bachelor's degree in a related field; or Equivalent related professional experience
2-4 years of experience working in Trust & Safety, support escalations or a related field of work
Strong background leading investigations in a safety, security, or legal operations environment
Previous experience using Salesforce or equivalent CRM
Intermediate MS Office skills, particularly Excel (pivot table/VLookup/VBA macros)
Demonstrated ability to utilize excellent judgment and critical thinking skills to make quick, informed decisions in ambiguous and time-sensitive situations
Excellent written and verbal communication skills, with the ability to effectively and professionally engage and collaborate with diverse stakeholders and partners
Data driven with proven record of using data to inform product and process improvement strategies
Experience synthesizing information, identifying trends, and developing action plans to address issues
Demonstrate ability to learn new skills quickly in a busy, demanding and constantly changing environment
Proactive, self-starter with a proven record of improving processes from ideation to execution
An encouraging and supportive team player who fosters collaboration and motivates colleagues to achieve shared goals
The total cash range for this position in Austin is $55,000.00 to $77,000.00. Employees in this role have the potential to increase their pay up to $88,000.00, 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.
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.