Senior Manager, B2B Partner & Traveler Experience - APAC (TPSP)

Benefits

Additional Information

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 flexible work model (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. Senior Manager, B2B Partner & Traveler Experience - APAC 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. As the Senior Manager, B2B Partner & Traveler Experience - APAC within the Traveler and Partner Servicing Platform (TPSP) organization, you will lead the design and execution of Expedia's B2B servicing strategy for demand partners across APAC. This role sits at the intersection of partner operations, commercial teams, and servicing platforms, ensuring that Expedia's servicing model scales with partner growth while delivering exceptional experiences for both partners and travelers. In this highly matrixed environment, you will collaborate closely with regional commercial teams, global servicing operations, and external partners to improve operational performance, reduce escalations, and continuously evolve the B2B servicing experience. You will also represent TPSP in regional partner engagements and ensure servicing capabilities reflect the operational realities and cultural nuances of APAC markets. In this role, you will: Help define and execute the B2B servicing strategy for Expedia's demand partners across APAC, ensuring alignment with TPSP priorities and regional partner needs Partner with retail operations to ensure servicing capabilities, staffing models, and quality frameworks support the scalable growth of the APAC partner network Shape and continuously evolve the partner and traveler servicing experience, ensuring Expedia's service proposition remains competitive and responsive to regional market dynamics Translate partner servicing pain points into clear operational improvements or product requirements, advocating for prioritization within the TPSP roadmap Develop a deep understanding of agent tools, workflows, policies, and operational processes to identify opportunities for efficiency, automation, and service improvements Monitor regional trends including customer behaviors, cultural nuances, regulatory considerations, and competitive benchmarks to ensure servicing strategies remain effective across APAC markets Act as the primary TPSP point of contact for B2B servicing performance across APAC, aligning regional commercial teams, servicing operations, and product stakeholders Represent TPSP's servicing strategy in partner-facing forums, including quarterly business reviews, operational workshops, and service deep dives Build and maintain a clear partner servicing narrative, including service frameworks, insights, and performance reporting tailored for B2B partners Establish structured operating cadences with commercial teams, operations leaders, and internal stakeholders to ensure alignment on partner priorities and escalation management Reduce unnecessary escalations by identifying root causes, improving workflows, and implementing operational improvements Maintain strong alignment between regional partner expectations and global servicing capabilities, particularly where regulatory, reputational, or market risks may arise Use data to identify and deploy optimal servicing channels for both traveler and partner needs across partner types Drive insight-based narrative development to help internal stakeholders and partners understand performance against key KPIs and servicing benchmarks Define and communicate remedial action plans to address underperformance relative to contractual obligations and agreed targets Analyze servicing performance metrics including contact drivers, escalation trends, and resolution times to identify opportunities for improvement Champion continuous improvement initiatives that enhance servicing performance, partner experience, and operational efficiency across APAC markets Collaborate with Retail Ops and Vendor Management to ensure optimal staffing, quality controls, and performance management across servicin