Lead, Account Manager - City

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. · ...

Descripción del trabajo

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

Introduction to the Team
Drives performance, capability, and continuous improvement for
Partner Growth Agility teams
managing Expedia Group's
lodging supply (Hotels and Vacation Rentals)
across regions. Leads and coaches
PGA Associates
to have high‑quality commercial conversations with partners, adopt tools and playbooks, and consistently deliver on
revenue, KPI, quality, and customer experience goals
. Acts as a local execution leader while collaborating with other
PGA Leads globally
to align on strategy, share best practices, and scale successful programs and workflows.

In This Role, You Will

• Leads end‑to‑end onboarding for new hires, including instructor‑led training, labs, shadows, skills workshops, and assessments.
• Coaches and mentors Partner Success Associates to hold high‑quality commercial and consultative conversations with lodging partners.
• Ensures PSAs apply the account management cycle effectively across their portfolios to grow performance and partner value.
• Continuously drives improvement in quality, productivity, engagement, and partner satisfaction across assigned teams.
• Provides regular feedback, 1:1s, and performance support; identifies skill gaps and designs targeted refreshers and trainings.
• Encourages participation in mentorship programs, facilitator communities, and specialist communities (e.g., Sales Clinic SMEs) to deepen expertise.
• Acts as a subject matter expert on internal workflows, tools, and playbooks used by Partner Success teams.
• Drives tool and workflow adoption, finding creative ways to increase efficiency, reduce manual work, and improve partner and team experience.
• Observes day‑to‑day workflows and calls to spot trends, pain points, and opportunities; translates findings into continuous improvement plans.
• Pilots new initiatives, KPIs, and programs, capturing learnings and scaling best practices across internal hubs and regions.
• Monitors KPI performance, productivity, quality, and backlog across assigned internal teams (e.g., revenue, engagement, coverage, quality audits, SLAs).
• Manages case backlogs, queues, and operational balance, partnering with Area Managers to prioritize and focus effort.
• Leads performance recovery plans with leaders when KPIs or quality standards are at risk.
• Uses performance, market, and competitor data to identify trends and create insight‑led action plans that can be implemented quickly.
• Collaborates with Area Managers, Directors, and other functional leaders to align on strategies, priorities, and resourcing.
• Serves as an escalation point for complex partner issues, ensuring timely, high‑quality resolution.
• Partners with cross‑functional teams (Product, Tech, Analytics, Support, Sales, Operations) to remove operational hurdles, inform product/tool improvements, and support strategic initiatives.
• Participates in and leads PGA projects that support the leadership team and ensure smooth execution.
• Role‑models Expedia Group's values and fosters a diverse, equitable, and inclusive environment.
• Designs and leads regular enablement rhythms, such as end‑of‑quarter refreshers, hub‑wide all‑hands, and knowledge‑sharing sessions.
• Supports Inclusion & Diversity and engagement activities to strengthen culture and connection.
• Encourages a growth mindset, experimentation, and learning from data, feedback, and change.

Experience And Qualifications

• 2–6 years' experience in environments such as:
• Account management, revenue management, or sales
• Continuous improvement, operations leadership, or similar performance‑driven roles
• Bachelor's or Master's degree in a related field, or equivalent professional experience
• Proficiency in English; additional languages a plus depending on region
• Effective communicator with strong written and verbal skills
• Proficient in commercial and consultative sales techniques
• Portfolio / account management, relationship management, upselling and cross‑selling
• Skilled in coaching, mentoring, and capability building for frontline teams
• Comfortable using and driving adoption of internal tools and workflows (e.g., CRM, case and call handling systems, PGA/DMMT/Scout‑type tools)
• Strong data literacy: working with KPIs, dashboards, and performance reports to drive decisions
• Experience with process and workflow improvement at scale
• Strong organization, planning, and time management, with attention to detail and follow‑through
• Ability to influence without direct authority, adapting to different stakeholder styles
• Comfortable in a fast‑changing, technology‑driven environment and using data for decision making
• Able to work both independently and as a strong team player

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, , Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, , and Expedia Cruises Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST:

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you're 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 The official website to find and apply for job openings at Expedia Group is