Influence development of scalable, configurable platforms that create elegant user experiences. Drive corporate mission to transform how users engage with Expedia websites and apps. Implement solutions to eliminate complex challenges for travelers, partners, and developers. Leverage consumption analytics to evaluate trends and define success metrics, KPIs, and improvement targets. Partner with product marketing and commercial teams to design promotional content and launch plans that enhance user experiences, market growth, and audience engagement. Pitch ideas and recommendations to gain executive buy-in on booking modifications. ▪ Avoided $100M merchant business loss by investigating partner reservation and payment experience and revising process per new tax legislation to maintain compliance. ▪ Prevented revenue losses from cancelations by enabling hotel partner to adjust booking on traveler’s behalf. Later expanded capability to include direct traveler modifications.▪ Discontinued outdated and complicated payment request procedure, collaborating with cross-functional teams to successfully launch first-ever automated payment solution for partners that closed competitive feature gap.

Guided teams across UX, engineering, content, analytics, and customer research in streamlining booking structure for 900K global partners. Developed and implemented strategies and products to optimize user experiences within partner portal. Provided strategic direction to enhance site navigation for partners, introducing global search capability feature to improve reservation access. Worked with global technology and user teams to execute product strategy and roadmap. Delivered high-level support to define market research, usability, competitive analysis, and benchmarking for new products, functions, and features.▪ Achieved 18% external user penetration rate and 70% daily repeat usage rate by streamlining search and booking processes while positioning reservations as Minimum Viable Product (MVP) and minimizing top pain point for lodging partners.▪ Pioneered self-service product availability and elevated performance tracking, working with analytics teams to launch net new dashboard that monitored product success, KPIs, click through rates (CTRs), MoM trends, and user feedback.▪ Boosted CTR 5.8% for newly integrated opportunities after directing machine learning tool integration to help lodging partners realize more value in Expedia’s marketplace.

Assisted global operations lodging support staff in offering leading-edge solutions through process development, policy creation, and tool enhancement in collaboration with stakeholders. Guided internal projects from inception through completion, including cross-team collaboration, employee training, and progress tracking. Expanded self-service tools to maximize hotel partners’ access to accurate virtual payment card information. Evaluated consumption analytics to drive efficiency and gain insights on trends, handle time, case volumes, and case transfer data for hotel contacts.▪ Slashed annual costs $753K, advancing self-service tools to optimize customer experiences and lower support call volumes.▪ Cut expenses $308K after eliminating need for manual status updates.▪ Realized $80K savings annually by performing root cause analysis to pinpoint catalyst for high contact volumes during hotel partner’s invoicing process and suggesting improvements to simplify supplier invoice experience.

Built North America team from ground up, supervising 3 managers and 25 associates and serving as interim manager for Montreal, Sao Paulo, and Mexico City locations, including hiring, training, performance management, and strategy implementation. Worked with hiring managers to onboard 45 employees for 5 operations teams. Steered process improvement initiatives involving hotel onboardingprocess redesign, and project oversight. Managed content development through publishing lifecycle for media, website, and listings. Tracked metrics to guarantee first-time resolution without follow-up. Pitched tool upgrades for internal teams and hotel partners.▪ Produced content at scale and localized content in ~35 languages across sites, shifting away from customization process towards a content-generated system.▪ Reduced hotel onboarding time 50% (14 days to 7 days) through strategic restructuring, design, and execution of original onboarding model for newly acquired hotels.▪ Improved operational processes and service level provided to hotel partners after establishing and managing amiable relationships with North America sales teams.

Supervised 16-member media production, stock photography, and hotel photos teams, aligning with cross-functional partners on copyright usage, vendor management, brand projects, and tool enhancements. Controlled $1.3M vendor budget and SLAs. Managed relationships and conducted negotiations with third-party vendors, outside partners, and agencies. Supported brand activities for hotel partners utilizing Salesforce. Directed production, editing, asset generation, virtual tours, and photography activities.▪ Generated $92K, capturing high-resolution images from virtual tours covering 1K hotels where none previously existed.▪ Directed 3-month project that boosted multi-photo listings 90% for various room types for 2,500 hotels.▪ Alleviated portal timeout issue and poor user reviews after pitching solution to leadership that allowed partners to save work instead of starting task from scratch.▪ Enhanced media tools functionality, partnering with cross-functional teams to identify, track, and fix bugs before launch.▪ Increased image taxonomy options from 20 to 200, collaborating with brands and product team and enabling global hotel base to offer more descriptive information on photos.