Business Operations and Account Development Specialist

Senior Operations Specialist, InsurTech

If you seek a collaborative, exciting, and fast-paced environment and are passionate about the traveler journey, you will love Expedia Group's Global InsurTech team! Expedia Group's InsurTech team seeks to offer innovative products and solutions that drives our mission to provide: "Peace of Mind to Every Traveler, Everywhere."

The Account Management team plays a key role in building and optimizing our partnerships with leading travel insurance supply partners. As a Senior Operations Specialist, you will take ownership of key operational workstreams that support these partnerships driving execution, resolving complex issues, and ensuring our supply partners experience a seamless and high-performing relationship with Expedia Group. This is a cross-functional role that requires someone who thrives in ambiguous environments and brings structure, consistency, and proactive thinking to everything they do.

In this role, you will:

• Own and manage the day-to-day operational health of assigned insurance supply partner relationships, serving as a primary point of contact for operational matters and issue resolution.
• Lead the preparation and facilitation of regular business reviews (weekly partner calls, MBRs, QBRs), synthesizing operational updates, performance insights, and action items for internal and external stakeholders.
• Oversee financial reconciliation workstreams including booking data, supplier payments, and invoice management ensuring accuracy, identifying discrepancies, and driving resolution in collaboration with Accounting and Finance teams.
• Take the lead on troubleshooting and resolving technical, connectivity, and compliance issues, coordinating across supply, product, tech, and customer service teams with minimal escalation.
• Monitor and analyze key performance metrics (e.g. NPS, attach rates, claims, profitability) and translate findings into clear recommendations and action plans.
• Drive process improvement initiatives, including the development and maintenance of SOPs, SLAs, and supplier performance dashboards, with a focus on automation and scalability.
• Serve as a liaison between field operations and leadership, proactively flagging risks and summarizing cross-team updates.
• Assist with licensing, reporting, and compliance requirements across global markets, staying current on regulatory developments that impact operations.
• Analyze and interpret large datasets to surface actionable insights and support data-driven decision-making.

Experience and Qualifications:

• A structured and consistent operator who brings clarity and process discipline to complex, ambiguous situations you don't wait to be told what to do, you identify the problem and move toward a solution.
• A proactive problem solver with strong analytical skills and a bias toward using data to drive recommendations and decisions.
• An effective communicator and relationship builder who is comfortable engaging directly with external supply partners, translating operational complexity into clear, professional dialogue.
• Highly organized with strong prioritization skills, able to manage multiple workstreams simultaneously without losing attention to detail.
• Comfortable operating independently in high-pressure situations and navigating ambiguity with confidence and composure.
• A collaborative team player who cultivates strong cross-functional relationships and knows how to get things done across a matrixed organization.
• Have 35 years of relevant experience in an operations, account management, program management, or analyst role ideally in a travel consumer, insurtech, fintech, consulting, or insurance environment.
• Advanced user of Excel and PowerPoint; familiar with relational databases and data visualization/reporting tools (e.g. Tableau); experience with project management tools is a plus.
• Bachelor's degree or equivalent experience required; Master's degree or equivalent a plus.
• Proficiency in English required; additional language skills are a plus.