Hotel Partner Solutions Specialist

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.

About the team

Expedia Group B2B connects partners across the travel industry to our leading technology, supply, and services—helping them deliver seamless travel experiences to their customers. From airlines and hotels to financial institutions and other travel platforms, we power smarter, faster, and more impactful travel solutions through the most connected marketplace in the world.

Responsibilities

• Assist with issue or incident investigations by gathering and documenting necessary information
• Identify, research, test and escalate bugs to the appropriate team for resolution
• Translate data analysis and findings into accessible visuals to identify chronic issues or product opportunities
• Understand how to proceed with collecting data on customer and employee satisfaction, and support the data collection and analysis process
• Apply technical expertise to resolve service and system disruption in coordination with technical teams
• Recommend interim and long-term solutions to complex problems to ensure successful resolution; guide the analysis of a problem all the way to a successful resolution
• Contact required resources both inside and outside the company as necessary to resolve the problem
• Develop and maintain support documentation for use by all levels of support personnel
• Identify simple known patterns (a figure, object, word, or sound) that are hidden in other distracting material and understand opportunities for improving services and/or products
• Confirm comprehension and understanding of complex information (e.g., legal, operational risk, and regulatory data) by correctly and clearly answering routine questions
• Create clear, concise, and organized communication materials (e.g., policies & procedures, guidelines, presentations, messages)
• Consider and understand the audiences' specific needs and comprehension level to determine the most appropriate message and delivery method, limiting or explaining technical language
• Report clearly on current work status
• Ask challenging questions when empowered to do so
• Coordinate bringing together different stakeholders with varied perspectives to develop solutions to issues, and contribute your own suggestions
• Think holistically to identify opportunities around policies and processes to increase efficiency across organizational boundaries
• Assist with a whole systems approach to analyzing issues by ensuring all components (structure, people, process, and technology) are identified and accounted for
• Research and analyze complex technical data using statistical methods
• Identify the need for process improvement and actively seek guidance from your Manager on how to achieve this
• See where efficiency and process improvement are needed within your immediate team
• Demonstrate openness and flexibility to adapting your work to new processes to streamline and be more efficient
• Assist with the development of business area standards and procedures
• Collaborate with team members to co-develop and solve problems
• Proactively reach out to meet peers across the environment and collaborate to solve problems

Requirements

• Demonstrates production and/or data analysis work experience
• Experience supporting day-to-day operations in technical environments
• A+ Certification or equivalent
• AWS Foundational certification
• Collects information to understand problems and identify their origin
• Researches precedents and known solutions for basic or routine problems
• Implements prescribed steps and ensures effective resolution, escalating troubleshooting if needed
• Familiarity working with infrastructure services
• Able to configure or operate cloud infrastructure through tools or interfaces
• Understands lower-level complex systems
• Has a broad understanding of observability and operational tools
• Foundational understanding of software testing principles
• Familiar with basic concepts of one programming or scripting language (e.g., JavaScript or bash)
• Knows basic programming control flow and can write a simple function in a given language (e.g., fizzbuzz)
• Basic understanding of how team goals fit a business need

Pay

The total cash range for this position in Austin is $70,500.00 to $99,000.00. Employees in this role have the potential to increase their pay up to $113,000.00, 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.

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Employee Assistance Program
• Wellness and travel reimbursement
• Travel discounts
• International Airlines Travel Agent Network (IATAN) membership