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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.
At Expedia Group, we are passionate about transforming the travel experience for our partners and customers. As an IPM Support Specialist, you will play a critical role in supporting our partners who use integrated software solutions to manage their accounts. Your mission is to ensure these partners receive exceptional service, enabling them to fully leverage our tools and platforms to grow their businesses.
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.
In this role, you will:
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Provide high-quality support to IPM partners through inbound/outbound phone, email, and chat channels.
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Serve as the primary point of contact for strategic and enterprise-level partners, building strong, trust-based relationships.
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Deliver personalized, high-touch service by understanding each partner’s unique needs and challenges.
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Develop deep expertise in Expedia Group’s products and services to offer tailored guidance and solutions.
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Gather and analyse partner feedback to identify pain points and contribute to product and service improvements.
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Troubleshoot and resolve tier-1 technical and tool-related issues; escalate complex tier-2 issues while maintaining ownership of communication.
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Collaborate with internal teams to ensure timely resolution and partner satisfaction.
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Share insights and feedback with leadership to drive innovation and reduce customer effort.
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Support marketplace integrity by identifying potential violations and educating partners on best practices.
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Assist leadership with ad hoc projects and initiatives based on business needs.
Experience and Qualifications:
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2+ years of experience in customer support, B2B account management, or technical support, preferably in a travel or technology environment.
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Strong verbal and written communication skills with the ability to build rapport and explain complex issues clearly.
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High attention to detail and the ability to interpret data to provide actionable recommendations.
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Proficiency in CRM systems; familiarity with HTML/XML and software integration tools is a plus.
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Demonstrated ability to remain calm under pressure and empathize with partner concerns.
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Proven track record of building effective relationships with internal and external stakeholders.
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Growth mindset with a willingness to embrace feedback and adapt to change.
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Comfortable working in a fast-paced, dynamic environment with evolving tools and processes.
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.
About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
Equal Opportunity
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, religion, gender, sexual orientation, national origin, disability or age.
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Job Accommodation Requests
At Expedia Group, we're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation or adjustment for any part of the application or hiring process, please let us know by completing our Accommodation Request form.
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