Manager, Payment Product Performance (Partner Payments)

Manager, Payment Product Performance(Partner Payments)

Expedia Group’s Group Payments (EGP) team’s charter is to provide frictionless, secure, and efficient payment experiences for our travelers and partners. For this, we provide a broad range of payment products/options and currencies to/from our travelers & partners, including all major credit cards, debit cards, virtual cards, eft, direct debit and a sizeable portfolio of alternative payment methods.

The Manager, Payment Product Performance (Partner Payments) will work closely with Senior Manager, Payment Product Performance (Partner Payments), who owns and drives improvements to the performance of our partner-facing payment products and currencies.

You will also partner very closely with Payments Product, Payments Business Intelligence, Payments Partner Management & Operations, Payments Technology, and several Finance, eCommerce, Demand & Supply partner stakeholders.

You will be a critical member of a small team to programmatically assess the operational and financial performance as well as the traveler experiences of our consumer facing payments products and currencies. Your team will identify and lead the resolution of performance issues. You will look for opportunities to drive the automation of our payment product performance management processes. You will identify and prioritize the deployment of incremental payment products and experiences by leveraging Expedia’s scalable and flexible consumer payments platform.

What you'll do:

• Programmatically and systematically identify and prevent product performance issues: You will partner closely with Partner Payment Operations and Business Intelligence, Product and Partner Management team to systematically identify product performance issues. You will leverage various monitoring and benchmarking tools to proactively look for product performance issues and improvement opportunities - e.g. EVC Decline Rates, Direct Debit Payment failures, Experience metrics, customer service contacts, social media signals, benchmarking/auditing of payment experience and external testing services. You will serve as the feedback loop for the Product and Engineering team, you will take an active role in ensuring learnings are considered in the product idealization and development process. You will establish short- and longer-term plans to address significant product performance issues and opportunities

• Lead the resolution of product issues and improvement opportunities: You will take the lead and work with cross-functional team to triage issues that have significant traveler or business impact. You will partner closely with Partner Ops, Business Intelligence, Partner Management, Product and External Partners to ensure these issues are assigned to the correct team/person and are resolved. You will collaborate closely with the Subject Matter Experts on these teams but ensure clear accountability and transparency. You will document, communicate the learning and recommendations

• Prioritize the work to systematically eliminate or prevent product performance issues: Based on the learning from the issues, you will work with EGP teams to systematically eliminate or prevent product performance issues. You will be responsible for the prioritization of engineering capacity dedicated to the product performance. You will partner closely with Payment Product, Partner Payment Ops, Engineering and Project Management to align priorities internally, if necessary. You will work with Payment Partner Management to prioritize the work externally with 3rd party payment partners and fintech’s. You will help both internal and external partners understand the traveler and business impact of these issues, you will communicate investigation results, corrective actions, and recommendations to EGP function leaders

• Drive the expansion of relevant payment products and traveler payment experiences: You will work closely with Partner Payments Ops, Partner Management, Payment Product, Payment Engineering to expand existing payment methods and currencies to new countries or new businesses & partners. You will identify and prioritize the deployment of incremental payment products and experiences by leveraging Expedia’s scalable and flexible partner payments platform

Who you are:

• Have the passion and drive towards seamless customer experience or product performance

• Deep payment industry knowledge of e-Commerce consumer/B2C payments is required

• Functional experience in product management or product analytics

• A history of driving business values through systematic, incremental but consistent improvements

• Proven successes in stakeholder relationships and strategic program management, and establishing clear accountabilities

• Navigate through complexities, leading with simplification and executing with agility

• Collaborate and bring others along, create clarity in expectations, priorities and accountabilities

• Experience working with an ecommerce payment processor, acquiring banks, fintech, payment card brand or the payment function within a large ecommerce merchant

• Payment or travel industry knowledge and execution experience, understand economic drivers of each player in the industry value chain

• Global payments experience and proficiency in multiple languages is preferred but not required

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At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and wellbeing, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and present acceptable proof of vaccination before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.

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