Traveler Service Supervisor, Escalations

Job description

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere. **Traveler Service Supervisor, Escalations** **Introduction to the Team** The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our focus on customer-centric innovation enables us to develop products that build loyalty and repeat business. We partner closely with teams across Expedia Group to drive growth and achieve results for our customers and the company. The Traveler Service Supervisor, Escalations is responsible for managing Traveler Service Associates and Escalation Representatives to achieve and maintain the department’s goals and standards for service, quality, productivity, and overall customer experience. This position demonstrates Expedia’s Customer Operations service standards and develops employees through coaching, counseling, quality assurance reviews, one-on-one meetings, and performance and productivity management. The role also serves as a subject matter expert for complex traveler issues, real-time escalations, travel operations, performance insights, and the responsible use of data and AI-enabled tools to improve service delivery and team effectiveness. **In this role, you will:** - Assess and analyze agent performance through a systematic performance-management approach that measures both operational metrics and service-standard goals. - Use performance data, dashboards, quality results, customer feedback, and trend analysis to identify coaching opportunities, recurring escalation drivers, productivity gaps, and process improvements. - Apply data and AI-enabled tools, where available, to support reporting, root-cause analysis, knowledge discovery, forecasting, and workflow improvement. Validate outputs, protect sensitive customer and employee information, and apply sound human judgment before taking action. - Translate data and AI insights into practical coaching plans, team priorities, escalation-prevention strategies, and measurable improvements in customer and employee outcomes. - Develop employees through coaching, counseling, quality assurance reviews, one-on-one meetings, and ongoing performance and productivity management. - Walk the floor and assist Customer Service Representatives on-the-fly with escalated issues, using sound judgment and appropriate empathy to resolve urgent traveler needs. - Proactively coach teams on upcoming promotions, site changes, policy updates, product changes, and other potential escalation items before they become escalations, ensuring Customer Service Representatives maintain expert-level knowledge. - Implement and monitor standardized peer-coaching methodologies and share effective practices across teams. - Prepare for and conduct weekly team meetings and one-on-one meetings with each direct report. - Review performance reports with agents and teams, helping employees understand trends, expectations, and actions required to improve. - Complete monthly and annual performance reviews for team members using accurate, objective, and well-documented performance information. - Help drive innovation by refining performance standards, operating processes, reporting practices, and escalation-management workflows. - Mentor Customer Service Representatives in developing travel expertise and provide opportunities for them to grow their knowledge of destinations, products, policies, systems, and traveler needs. - Support and develop strong customer-service and communication skills through teaching active listening, customer orientation, de-escalation, and effective written and verbal communication. - Develop personal knowledge of the travel industry, changing traveler expectations, data-informed management, and innovative people-leadership techniques through peer sharing, self-study, and continuous learning. - Look for additional opportunities to increase productivity, engagement, capability, and job satisfaction among Customer Service Representatives and teams. - Provide subject matter expertise for training, curriculum development, data-literacy initiatives, AI adoption, and performance-improvement programs. - Partner with relevant stakeholders to identify opportunities for responsible automation, improved knowledge management, and more consistent support for complex traveler journeys. - Manage day-to-day processes and other duties as assigned. **Experience and Qualifications:** - Bachelors or Masters degree in business administration, business management or a related field; or equivalent related experience - 4+ years of work experience in a contact-center environment, customer operations, travel services, or a related service environment. - Previous leadership experience managing all aspects of a team of employees is strongly preferred. - Demonstrated stability and sustained tenure in supervisor, team-lead, or comparable people-leadership roles, with a consistent record of performance, employee development, and operational ownership. - Strong working knowledge of MS Office products, GDS systems such as Sabre or Amadeus, and Expedia’s website and internal tools; technically savvy and efficient when working across multiple systems. - Comfortable working with operational data, performance dashboards, spreadsheets, reporting tools, and basic trend anal