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.
Enterprise Partner Support Supervisor
Are you passionate about travel? Do you want to be in a high pace, high energy workplace bent on revolutionizing the industry? Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational? We make it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.
As the Enterprise Accounts Supervisor, you will be responsible for leading and managing a team of support representatives dedicated to providing exemplary support and service to high-value Enterprise partners. This role involves overseeing the day-to-day operations of the Enterprise support team, ensuring that partners receive personalised and high-quality assistance, and maintaining strong relationships with these valued clients. The Supervisor is also responsible for monitoring team performance, addressing customer escalations, and collaborating with other departments to enhance the customer experience. Deliver against our Group Priorities, Vacation Rental strategy objectives & goals, deliver KPI's for contact centre operations, putting our people at the heart of everything we do.
What you'll do:
Team Leadership & Operational Delivery
Lead and mentor an Enterprise Partner support team, ensuring performance standards are met.
Conduct regular team and individual meetings to provide feedback and evaluate performance.
Drive contact center performance metrics including Contact Propensity, Contact-Resolution, Csat, ASA, Service Level, NPS, Utilization, and Partner Education.
Collaborate with WFP to optimize resource allocation across multiple sites for efficient operations.
High Value Partner Support & Relationship Management
Provide personalized and timely support to high-value customers.
Address complex or escalated issues and support team members as required.
Maintain deep product and service knowledge to offer tailored assistance.
Develop strong relationships with key account Managers & internal stakeholders to support partner needs.
Process Improvement & Quality Assurance
Evaluate and enhance support processes to boost efficiency and satisfaction.
Monitor and analyze customer interactions to identify issues and root causes.
Implement quality improvements to meet high-value customer expectations.
Generate performance reports and customer satisfaction metrics.
Provide insights to senior management for enhancing support services.
Customer Insights Data
Openness: Share feedback with stakeholders for new ideas on how to improve customer experience
Customer Insights: Analyse customer contact data to identify education and improvement needs.
Our People & Training and Development
New hires: recruitment for your team, arranging training, coaching and performance management.
Enabling our People: Inspire our people by enabling a deep understanding of Expedia group.
Learning & Development: Continuous development of our people and "our next leader" readiness.
Your Development: Demonstrate a commitment towards your own continuous personal development.
Who are you
Professionalism and teamwork: good people and interpersonal skills to build effective relationships. Maintain calmness under pressure.
Analytical: Attention to detail and ability to interpret information making sound recommendations.
Leadership: Support, educate and coach our front-line teams & Strong leadership and supervisory skills.
Communication: Strong business verbal, written, questioning and listening skills. Excellent communication and problem-solving abilities.
Openness: Growth mindset, open to new ideas, embrace feedback & Ability to work in a fast-paced environment and adapt to changing customer needs.
Coaching: Exemplary coaching skills with ability to inspire and support our people
The total cash range for this position in Austin is $78,500.00 to $110,000.00. Employees in this role have the potential to increase their pay up to $125,500.00, 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.
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.