At Expedia Group, we help travelers explore the world, one journey at a time. As a integral travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2 B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.Role SummaryUtilizes Subject Matter Expertise to mitigate/prevent/resolve more unique and complex Supply Partner issues related to configuration/integration UI. Serves as SME educating Expedians and supply partners on how to best use EG products. May participate in leading medium-sized projects. Acts as a mentor for more junior staff. Identifies opportuntieis for process and continuous improvement.Experience 2+ years for Bachelor's0-2 years for Master's Education1 year of Internet based travel or technology experience.Supporting day to day support and operations in technical environments.Associate's degree or equivalent. Functional and Technical Skills Strong techincal skills and computer knowledge, including Microsoft office programs, extensive experience using a CRM ticketing system to create/manage casework or using travel industry applicationsSubject matter expertise in one of the following areas: Graph QL, SQL, JSON, RESTFUL, SOAP, POSTMAN, SPLUNK, KIBANA, Escapia UI, CRSTPF, or Trust Accounting. Role Expectations Understands the company's financial and management accounting policies, procedures, and systems.Develops solid knowledge of the account principles for Trust Accounting for Property Managers.Develops solid understanding of regulatory requirements and financial accounting standards.Provides day-to-day support for escalated customer issue and questionsAddresses high priority and customer escalationsResearches precedents and known solutions for complex issuesCollaborates with team members and across support teams, development, and product teams as needed to identify the root cause and call to action required to resolve the issueRecords progress toward resolution as per case guidelinesManages customer expectations and follows up in a timely mannerSupports others in setting priorities and eliminating roadblocks; aligns own priorities with the objectives of the company and the department.Participates in daily/weekly huddle and provides relevant updates to the teamListens attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; asks probing and intelligent follow-up questions to uncover root cause.Encourages others to listen attentively and engage with the speaker by asking appropriate open-ended questions; reflects on and reiterates key points and clarifies messages to help others reach agreement.Handles and de-escalates potential irate customers and/or suppliersCommunicates analysis findings and recommendations both strategic and tactical to colleagues, stakeholders, and leadership in a clear, concise, and influential mannerProvides feedback to peers and shares tips with/mentors colleagues to help them improveMonitors non-verbal reactions of others to identify and respond to areas of interest or concern.Ensures all viewpoints have been heard and discussed before reaching conclusions, offering guidance or asserting own views.Demonstrates an understanding of the standard offerings and major areas of expertiseDevelops a broad understanding of customers standard products and services.Tailors troubleshooting to ensure unique customer product and service needs are met.Understands project timeline and supports development of schedules to achieve project milestones.Coordinates cross-functionally to identify resources required to support a projectKeeps relevant stakeholders informed of progress toward or changes to task timing that impacts the project schedule.Works on more complex projects for largers customers using Standard Operating Procedures as guidance but tailoring solutions as appropriate.Identify, research, test, scope and eliminate bugs to the appropriate team for resolutionTranslate data analysis and findings into accessible visuals to identify chronic issues or product opportunities.Understands how to proceed with collecting data on customer and employee satisfaction, and supports the data collection and analysis process.Contribute to and report results of RCA (Root cause analysis) for HIECoordinates bringing together different stakeholders with varied perspectives to develop solutions to issues, and contributes own suggestions.Thinks holistically to identify opportunities around policies/ processes to increase efficiency across organizational boundaries.Assists with a whole systems approach to analyzing issues by ensuring all components (structure, people, process and technology) are identified and accounted for.Confirms comprehension and understanding of complex information (e.G., legal, operational risk, and regulatory data)



by correctly and clearly answering routine questions.Identifies support teams and customer knowledge gaps, prioiritize based on data proven impact, engages the appropriate team to address the knowledge gap.Use subject matter expertise to support the creation and development of technical communication materials (e.G., policies & procedures, guidelines, presentations, messagesAsks challenging questions when empowered to do so so.Identifies that there is a need for process improvement and actively seeks guidance from their Manager on how to achieve this.Sees where efficiency and process improvement are needed within their immediate team.Demonstrates an openness and flexibility to adapting their work to new processes to streamline and be more efficient.Assists with the development of business area standards and procedures.Has a broad understanding of observability and operational toolsHas a foundational understanding of software testing principles The total cash range for this position in Madrid is €36,000.00 to €50,500.00. Employees in this role have the potential to increase their pay up to €57,500.00, 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 individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.Benefits and perks medical, dental, and vision coveragepaid time offEmployee Assistance Programwellness and travel reimbursementtravel discountsInternational Airlines Travel Agent Network (IATAN) membership. Accommodation requestsExpedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at About Expedia GroupExpedia Group includes three flagship consumer brands - Expedia,, and Vrbo - along with a leading B2 B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.Equal OpportunityEqual Opportunity 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, religion, gender, sexual orientation, national origin, disability or age.#J-18808-Ljbffr

📌 Onboarding & Maintenance Specialist (Madrid)
🏢 11360 Expedia Spain
📍 Madrid