Operations Specialist

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. Were building a more open world. Join us.

Role

Operations Specialist

Overview

This role sits within Expedias Traveler & Partner Service Platform (TPSP) Product & Technology organization, which builds the core capabilities and experiences that power customer service across the global Expedia ecosystem. We enable travelers and partners to receive world-class support through a combination of human assistance and AI-driven service experiences.

Responsibilities

• Deliver a variety of technology services to end users, both remotely and onsite, with a focus on reliability and timeliness.
• Provide exceptional customer service; prioritize clear communication, professionalism, and client satisfaction in all interactions.
• Troubleshoot incidents, identify root causes, document resolutions, and recurring issues to improve operational stability.
• Monitor and manage network device health, performance, and configuration across firewalls, routers, load balancers, and smart switches.
• Support and maintain Windows systems by coordinating and applying OS patches, security updates, and routine maintenance.
• Support telephony and contact center systems, including basic call routing, SIP troubleshooting, and integration support for agents.
• Provide hands-on support to contact center agents and other end users, resolving hardware, software, and connectivity issues.
• Maintain and troubleshoot Salesforce, Omnichannel, and related operational tools in collaboration with internal teams.
• Partner with Security teams to enforce compliance standards, security best practices, and remediation of identified vulnerabilities.
• Participate in on-call rotations and handle escalations, ensuring timely follow-up and resolution during off-hours as required.
• Use strong problem-solving, organizational, and business communication skills to deliver technology solutions and collaborate with team members.
• Create and maintain technical documentation, knowledge base articles, and runbooks to support team efficiency and client enablement.

Experience & Qualifications

Preferred Qualifications

Soft Skills

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The total cash range for this position in Springfield is $59,000.00 to $82,500.00. Employees in this role have the potential to increase their pay up to $94,500.00, 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 individuals knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical / dental / vision, paid time off, and an Employee Assistance Program. To fuel each employees passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability : IN, and others.

Expedia Group's family of brands includes : Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.com, and Expedia Cruises. 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST : 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Groups Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless youre confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com / jobs.

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, or veteran status. 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.

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