Guest Experience Manager

Employer Expedia Group Location Austin, TX, United States Salary USD 110,500.00 - 155,000.00 per year;USD 177,000.00 Closing date 3 Sep 2026 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. Loyalty Experience Manager We create and deliver tailored marketing strategies for Expedia Group`s brands, focusing on establishing strong connections and cohesive experiences for travelers and partners. We leverage our functional expertise and creative excellence to build trust and loyalty for our brands through innovative marketing approaches and technology. Are you excited by the opportunity to take our business to the next level delivering value, unforgettable travel experiences and unlocking new business opportunities? Do you have a passion for the traveler and our partners, and a curiosity for what makes them tick? At Expedia Group, we aim to be the most rewarding place to book travel. Our loyalty members are the center of our business, driving revenue and satisfaction and making up the majority of our overall traveler revenue to EG. The Loyalty Operations & Experience team keeps our loyalty programs running smoothly and improving over time. We champion members by ensuring every touchpoint is consistent, intuitive, and rewarding, and we support internal teams with clear documentation so there is a single, consistent understanding of how our programs work. Role summary The Loyalty Experience Manager serves as a subject matter expert for a defined set of loyalty experiences, and 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. You will translate program vision and rules into clear, scalable operational processes, documentation, and experiences, partnering closely with TEaL, Loyalty Performance, Product, Technology, Finance, Legal, Accounting, and our Brands to deliver simple, consistent, and delightful loyalty journeys for travelers. This is a manager‑level role for an individual who is hands‑on in operations, comfortable with complex details, and able to influence cross‑functional stakeholders to maintain and improve the loyalty experience. 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. Ensuring consistency of the end‑to‑end experience for your experience areas across site experience, communications, and Agent support articles, ensuring a consistent experience and clear traveler understanding of how the program works. Have a deep understanding of loyalty program rules and mechanics for your experiences, ensuring they are accurately reflected in business rules, system configurations, and traveler‑facing experiences. Maintain program rule documentation for your areas 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 (e.g., T&Cs, Messaging, site experiences, and comms), balancing customer value, Brand strategy, economics, and operational feasibility. Enhancement backlog & continuous improvement 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 to loyalty mechanics, quantifying traveler impact, costs, and expected returns to inform prioritization and decision‑making. Partner with Loyalty Performance to understand and influence key economics and performance drivers for your area, ensuring changes support both traveler value and business outcomes. Internal Process Owner 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. Issue management & remediation Act as owner for issues related to your experiences that impact members, leading traveler and business resolution and keeping key stakeholders updated on progress. Serve as the central coordination point across cross‑functional teams (e.g., Product, Tech, TPSP, Legal, Finance) 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. Audits, controls, and quality 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 across brands and points of sale. Define and monitor operational controls, KPIs, and guardrails that ensure loyalty mechanics in your area are functioning as intended and that traveler issues are identified and addressed early. Experience & Qualifications Experience: 7+ years of relevant experience; bachelor`s degree preferred. Background: Experience in loyalty, marketing, product operations, or a related discipline, including experience running or optimizing complex customer programs and processes. Loyalty & customer expertise: Strong understanding of loyalty program mechanics, customer journeys, and how to improve experiences that are simple, transparent, and rewarding for travelers. Operational excellence: Proven track record designing and running scalable operational processes, documentation, and frameworks in a fast‑paced, global environment. Analytical skills: Comfortable working with data to diagnose issues, size opportunities, and measure impact; experience with tools such as Excel, Tableau, or similar analytics platforms is strongly preferred. Financial acumen: Able to interpret financial and performance data, understand P&L and unit economics impacts, and build business cases that balance traveler value, cost, and commercial outcomes. Influence & communication: Ability to collaborate and build strong relationships across functions and levels, using clear written and verbal communication to drive decisions and shared outcomes. Execution & adaptability: Comfortable handling multiple projects simultaneously while remaining organized and detail‑oriented; resilient and able to adapt as business priorities and strategies evolve. Tools & ways of working: Proficient with modern collaboration tools and open to leveraging AI and automation to streamline and scale operational work. The total cash range for this position in Seattle is $110,500.00 to $155,000.00. Employees in this role have the potential to increase their pay up to $177,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.The total cash range for this position in Austin is $110,500.00 to $155,000.00. Employees in this role have the potential to increase their pay up to $177,000.00, 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 experience. Pay ranges may be modified in the future. Benefits and perks medical coverage dental coverage vision coverage paid time off Employee Assistance Program wellness and travel reimbursement travel discounts International Airlines Travel Agent Network (IATAN) membership 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 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. 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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization. Company Who we are We are travelers and technologists. We work across time zones, hemispheres, cultures, and languages. We thrive on breaking things down and building them back up again until they're even better. We know travel can be hard. But we also know it's worth it every time. And because we believe travel is a force for good, we take our roles seriously. We're here to build great products and create connections that truly bring good into the world. Accommodations and adjustments We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. If you require an accommodation or adjustment for any part of the application or recruitment process, please let us know by completing our Accommodation Request Form. We're a diverse company, that feels like a community When you join Expedia Group you become part of a global network of passionate travelers and technologists. Everyone is welcome here, and we take purposeful steps to create and nurture a diverse, open culture. We find meaning in the work we do: together, we can broaden horizons, strengthen connections, and bridge divides. We’re a truly global company, with offices on almost every continent. Our hybrid working policy empowers our employees to enjoy the benefits of remote working while staying connected to their colleagues. No matter where you are – or where you dream of being – we’ve got opportunities for you to explore. Our industry-leading benefits package enables you to create a fulfilling career while staying healthy, happy, and well. Create a job alert and receive personalised job recommendations straight to your inbox. #J-18808-Ljbffr