Senior Risk Management Specialist - Traveler Safety

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Senior Risk Management Specialist - Traveler Safety

Join us in one of Expedia Group's most dynamic client facing teams as a Team Lead in our Trust & Safety Team, delivering meaningful customer service to our lodging partners!

You will work with the Manager on the implementation and delivery of the Expedia Safety Management System (SMS), in line with the Expedia Policy across global product lines.

What you’ll do:

• Support the Team Manager(s) in leading the Trust & Safety Program, including but not limited to: Audit Program, Traveler Feedback and Insights, Gas Safety Program, and liaising with key business partners and stakeholders

• Deliver data in line with Manager’s requirements, including in-depth analysis of existing Health & Safety data, regular performance against target metrics, and risk calculation criteria for selection of key product for assessment

• Assist the team Manager(s) in leading the team: providing guidance and mentoring to the team, acting as Subject Matter Expert (SME) on all things Trust & Safety, leading relevant meetings and supporting the team with escalated queries

• Collaborate closely with outsource vendors and teams to ensure delivery of agreed SLA’s, within set deadlines

• Work with the Manager(s) on the development and implementation of best-practice trust and safety strategy across global lodging and destination services products

• Proactively seek process optimization opportunities, championing change and supporting implementation

• Act as an Expedia-wide advocate and representative of Trust & Safety, proactively looking for opportunities to collaborate and influence, in line with strategy and business priorities

• Support operations and CRM case management, continuously re-prioritizing in alignment with business priorities

• Handle sensitive external communications, including utilizing negotiation skills

• Takes part in escalated investigations and conversations involving Legal, PR and/or external parties 

Who you are:

• Experience leading people, change management champion and co-leading in monitoring and improving team performance; willingness to grow into a higher leadership role

• Show ability to be Metric-, KPI-, data-driven in decisions and prioritization

• Strong organizational skills, working autonomously and making quick decisions on conflicting priorities for oneself and team members too

• Relationship management skills and ability to effectively communicate and influence change with internal and external stakeholders

• A problem solver showing proactiveness in identifying issues/opportunities and ability to take ownership and follow through with implementation

• Be a strong communicator, internally and externally via different channels (emails, Slack, meetings)

• Have advanced skills in Microsoft office, particularly Excel (pivot, vlookup, macro/VBA). Experience with SQL/ Python is a bonus

• Demonstrate experience learning new technical skills in a busy and demanding environment

• Demonstrate experience in using technical skills and initiative to source data driven solutions and tools, including the use of CRM systems (such as Salesforce)

• Demonstrate an understanding of the impact applicable regulations, policies, and industry standards have on other functional areas

• Dedicated and compassionate when dealing with internal partners and team

• Bachelor's or Master's Degree in a related technical field; or equivalent related professional experience

• Additional Traveler Trust & Safety or Travel Industry experience is a bonus

The total cash range for this position in Austin is $65,500.00 to $92,000.00. Employees in this role have the potential to increase their pay up to $105,000.00, 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 experi