Sr Solution Manager Job in , Hotel/Hospitality Career, Full-Time Regular Jobs in Expedia - 2015

The Global Supply Organization supports Expedia inc and her sister brands by servicing customers and hotel suppliers in many functions including: acquisition and on-boarding, supplier account management, and daily billing and booking inquires. This is an in-sourced Contact Center and In-Market support staff team of 1200+ with over 30 global operating locations supporting supplier/customer interactions in 28 languages.
The Lodging Organization Solution Management team represents and supports the development of processes, policies, and tool enhancements. The Senior Solution Manager will drive projects to completion by providing insight, analysis, and recommendations on how to improve the support provided to suppliers, completing the process and requirements activities, and coordinating other teams to complete needed tasks. The role will support implementing projects that impact multiple agent groups as well as corporate initiatives. Every project will aim to achieve the GSO wide goals of providing affordable and effective service to our hotel partners by eliminate support cases at their root, improve the efficiency of the work performed today, and developing sustainable solutions for the future. The Sr. Solution Manager reports to the Sr. Manager of Cross Functional Projects.
General Responsibilities:
• Develop and or refine business objectives, project scope, and timelines
• Establish strategic, tactical and risk-mitigation plans; assign and track work; lead project teams to deliver stated business objectives/goals
• Develop operational processes, policies, and additional documents on behalf of GSO’s agent community (strong documentation/communication skills vital)
• Host steerco meetings and communicate project updates to both internal and external stakeholders from all position levels
• Manage business requirements by working with stakeholders and business users to define requirements, communicating needs to technology teams, coordinate UAT, and monitor and report progress and implementation activities
• Able to analyze data to evaluate and make recommendations (experience with SQL, pivot tables, or tableau a plus)
Requirements:
• Demonstrated experience in a business/system analyst, or product/program management roles required
• Demonstrated analytical skills – ability to utilize Excel, Access, or Tableau to look at and analyze data
• Demonstrated experience in translating business capabilities into business requirements for consumption by business partners and technology teams in either a Waterfall or Agile model
• Demonstrated ability to lead the efforts of multiple cross-functional teams
• Ability to communicate effectively at all levels, from individual contributor to executive management and across the organization- structuring information and utilizing PowerPoint or other resources to communicate various approaches, methodologies, framework, ideas and actions
• Ability to manage multiple projects simultaneously in a fast paced environment with minimal supervision
• Ability to make independent decisions and to be a self-starter in an ambiguous environment and to bring structure and solution solving ability while also being detailed and task oriented
• Ability to complete an analysis of existing practices, provide a fresh perspective on communication and operational issues and make recommendations for improvements
• Ability to formulate strategies and develop initiatives to achieve excellence regarding customer experience, innovation and services
• Ability to think strategically and conceptually and maintain focus on operational excellence.
• Comfortable in a technical environment and able to gather requirements and become a liaison between the customer and development teams

Work Experience and Education Guidelines:
• 8+ Years work experience in related fields (PgM, PdM, Business Analyst and/or System Analyst roles)
• Experience in project management principles methodologies and best practices leading to deliverable products that include briefings and documents
• Knowledge of best practice in change management that includes, using a variety of change frameworks
• Experience with Salesforce preferred
• Bachelor’s degree
• PMP certification a plus
• Consulting experience a plus
• Travel industry experience a plus
• Previous experience supporting call center operations preferred

*LI – TS1

LPS-GSO-APAC-MLCC