Vacancy description
Expedia
India, Gurugram
Support Services Manager (1 year relevant experience required) in Gurugram, India is listed on Jobeax. Browse 30,000+ vacancies available.
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. Traveler Service Manager, Escalations
The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. In this role, you’ll oversee a team that manages Expedia Group’s most complex traveler situations in real time, ensuring every experience is handled with empathy, expertise, and resolution ownership.
As part of the Escalations leadership team, you’ll play a key role in building and scaling a premium capability designed to support our most valued travelers across all Expedia Group brands. This is an opportunity to shape the traveler experience at its most critical moments and contribute directly to our mission of making travel easier and more joyful for everyone.
You’ll help shape an exceptional service experience ~ one that earns traveler loyalty and reinforces Expedia Group’s mission & vision to make travel easier and more joyful for everyone. You thrive in ambiguity, excel at cross-functional collaboration, and are motivated by the opportunity to make an impact in the global travel industry.
Create an inspiring environment where people feel trusted, supported, and motivated to deliver their best.
Coach and develop supervisors to grow as people leaders—fostering open, honest conversations that support individual development and team success.
Lead day-to-day operations with a clear focus on performance, quality, and traveler experience.
Use data and operational reporting to identify opportunities, optimize processes, and drive continuous improvement.
Deliver Exceptional Traveler Experiences
Champion traveler advocacy by listening, empathizing, and finding creative solutions that turn challenges into positive experiences.
Strive to deliver service so great, it becomes the reason travelers choose Expedia again and again.
Build strong, trusted relationships across partner teams, Operations, Training, Workforce, and beyond—to align on goals and remove roadblocks.
Collaborate across regions and function to drive consistency and share best practices across our global network.
Review resource and skill requirements across teams, ensuring coverage, readiness, and cross-training for peak moments.
Maintain business continuity plans that keep teams and travelers supported ~ even during unexpected disruptions.
Anticipate future needs and build flexible, scalable solutions that keep the business running smoothly.
Model Expedia Group’s values in everything you do ~ trust, accountability, inclusion, and transparency.
Qualifications & Experience:
Bachelor’s or Master’s degree from an accredited university, or equivalent professional experience
Minimum 8 years of relevant work experience , including 3 years in a people management role
Proven experience managing customer service or escalations teams in a large-scale, fast-paced environment
Strong understanding of process optimization, performance management, and operational excellence principles
Demonstrated success in building, leading, and developing high-performing teams
Excellent analytical, strategic planning, and problem-solving abilities
Solid understanding of local employment laws and regulations
Experience in cultivating cross-functional relationships and collaborating effectively across business and technical teams
Familiarity with call center technologies and tools (CRM, telephony, workflow systems, etc.)
Experience working across multiple geographies and adapting to diverse cultural contexts
Willingness and ability to travel periodically , both domestically and internationally
Travel industry experience preferred
Willingness to work a rotating schedule across weekdays, and shifts as needed; adaptable to business needs across voice, chat, and email.
If you are passionate about elevating customer experience, driving operational excellence, and shaping the future of travel, this is the role for you.
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 .
Expedia Group includes three flagship consumer brands - Expedia, https://jobeax.com/link/srVK9enOCk6ir549, 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.
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. 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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