Lead Operations Program Specialist

4 weeks ago

Vancouver, British Columbia, Canada Expedia Group Full time

This position is based in Vancouver and requires in-office attendance.

Senior Operations Specialist

Expedia Cruises is actively seeking a committed Program Specialist to oversee the daily operations of our essential third-party technology solutions that support over 260 travel agencies and a network exceeding 5,500 Vacation Consultants. In this capacity, you will act as the liaison between business requirements and external technology providers, striving to enhance adoption among a diverse group of stakeholders, including Franchisees, Consultants, Consumers, and the Corporate Support Team. Your involvement will span several third-party platforms, including our cruise, air, and hotel booking systems (powered by Odysseus), omni-channel phone systems, consumer websites, and more. This role necessitates a unique blend of business insight and technical expertise, allowing you to effectively introduce new features, address challenges, prioritize tasks, and promote broader acceptance among stakeholders.

  • Key Responsibilities:
    • Serve as a subject matter expert for various third-party technical solutions (such as booking platforms, CRM systems, etc.)
    • Articulate the business needs of Expedia Cruises and its diverse stakeholders (corporate team, franchisees, consultants, customers)
    • Enhance awareness and utilization of these third-party platforms throughout the organization via communication, training, documentation, and more.
    • Identify and resolve issues, creating bug/feature tickets and ensuring their completion
    • Oversee the rollout of new features and manage feedback loops with both internal and external stakeholders
    • Deliver regular, clear, and concise updates to stakeholders and cross-functional teams
    • Analyze key metrics and share insights and findings
  • Qualifications:
    • 3-5 years of experience in program management or support
    • Proficient in problem-solving, project coordination, planning, process development, and improvement
    • Degree in business or a related field
    • Highly organized with the ability to adapt to changing needs and a keen attention to detail
    • Strong interpersonal skills, fostering collaboration across cross-functional teams
    • Excellent written and verbal communication skills in complex scenarios
    • Critical thinking and problem-solving skills are essential

The total cash range for this position in Vancouver is $71,500.00 to $100,000. Employees in this role have the potential to increase their compensation up to $114,500.00, based on ongoing, demonstrated, and sustained performance.

Expedia Group is proud to offer a comprehensive benefits package to support employees and their families, including medical, dental, and vision coverage, paid time off, and an Employee Assistance Program. To fuel each employee's passion for travel, we provide wellness and travel reimbursements, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

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