Loyalty Operations and Experience Manager
Posted 1 day 22 hours ago by Expedia, Inc.
We create and deliver tailored marketing strategies for Expedia Group's brands, focusing on establishing strong connections and cohesive experiences for travelers and partners. The Loyalty Operations & Experience team keeps our loyalty programs running smoothly and improving over time.
The Loyalty Operations and Experience Manager serves as a subject matter expert for a defined set of loyalty experiences and is the owner of key operational processes. This role ensures the assigned loyalty experience area is intuitive, rewarding, and operationally robust across all touchpoints and channels, while staying aligned to our overall program and brand strategies.
In this role, you will: Subject Matter Expert for Loyalty Experiences- Serve as the program owner for specific loyalty experiences, acting as the subject matter expert across Brands and Points of Sale.
- Ensure consistency of the end to end experience across site experience, communications, and Agent support articles.
- Maintain deep understanding of loyalty program rules and mechanics, ensuring they are accurately reflected in business rules, system configurations, and traveler facing experiences.
- Maintain program rule documentation and partner with Legal and other stakeholders to keep T&Cs and internal documentation aligned with the live experience.
- Work with cross functional teams on changes that impact loyalty experiences, balancing customer value, Brand strategy, economics, and operational feasibility.
- Maintain a prioritized enhancement backlog informed by data, traveler feedback, audits, and issue trends.
- Build clear business cases and apply strong financial acumen to proposed changes, quantifying traveler impact, costs, and expected returns.
- Partner with Loyalty Performance to understand and influence key economics and performance drivers for your area.
- Own a key loyalty operations process end to end, defining clear priorities, workflows, and outputs.
- Ensure the process is well documented, scalable, and structured so broader team members can support execution consistently and efficiently.
- Continuously review and refine the process to improve speed, quality, and traveler outcomes while managing operational risk.
- Act as owner for issues related to your experiences that impact members, leading traveler and business resolution.
- Serve as the central coordination point across cross functional teams to drive timely, aligned resolution paths for members.
- Understand the traveler impact of the issue and define remediation plans that protect both traveler experience and business outcomes.
- Execute regular audits of your experiences as part of the bi annual audit process, validating alignment between business rules, live experience, and documented T&Cs.
- Define and monitor operational controls, KPIs, and guardrails that ensure loyalty mechanics are functioning as intended and that traveler issues are identified early.
- Experience: 7+ years of relevant experience; bachelor's degree preferred.
- Background: Experience in loyalty, marketing, product operations, or a related discipline.
- Loyalty & customer expertise: Strong understanding of loyalty program mechanics and customer journeys.
- Operational excellence: Proven track record designing and running scalable operational processes in a fast paced, global environment.
- Analytical skills: Comfortable working with data to diagnose issues, size opportunities, and measure impact; experience with Excel, Tableau, or similar analytics platforms preferred.
- Financial acumen: Able to interpret financial and performance data, understand P&L and unit economics, and build balanced business cases.
- Influence & communication: Ability to collaborate across functions and levels with clear written and verbal communication.
- Execution & adaptability: Comfortable handling multiple projects simultaneously while remaining organized and detail oriented.
- Tools & ways of working: Proficient with modern collaboration tools and open to leveraging AI and automation.
Accommodation requests: If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team.
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.