Loyalty Operations Manager

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.

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. We’re building a more open world. Join us.

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.

The Loyalty Operations and 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.

• 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&C and internal documentation aligned with the live experience.
• Work with cross‑functional teams on changes that impact loyalty experiences (e.g., T&C, Messaging, site experiences, and comms), balancing customer value, Brand strategy, economics, and operational feasibility.

• Maintain a prioritized enhancement backlog, informed by data, traveler feedback, audits, and issue trends.
• Build clear business cases and apply strong financial acumen to…