ARC Settlement Solutions Manager

Company: Airlines Reporting Corporation
Location: Arlington
Posted on: August 7, 2022

Job Description:

Location: US-All OfficesJob ID: 2021-2104# of Openings: 1Category: Customer Operations and SupportAbout The Role:** ARC requires all employees to be vaccinated against COVID-19. We will consider medical and religious accommodations as required by law **The ARC Settlement Solutions Manager, while an ARC employee, will be embedded in Expedia Group's Global Settlement Operations team. In this role, you will have a reporting relationship with the Senior Manager, Settlement Operations.The Global Settlement Operations team drives the business of air settlement for Expedia Group globally, including managing all strategic and tactical aspects of air settlement functions. In this role, you can work remotely from anywhere in the continental U.S.; however, Seattle, Washington or Chicago, Illinois are preferred given their proximity to Expedia Group offices.As the ARC Settlement Solutions Manager, you will be an expert on travel agent business processes and the use of ARC's products to support them. You will work as part of a team to ensure that all of Expedia Group's ARC accounts are settled properly and in accordance with ARC's policies and procedures. You will also represent Expedia Group's interests to ARC's product and customer success teams, including recommending product features/functions that should be improved or added to ARC's products. You will assist in onboarding Expedia Group to ARC's products and work with Expedia Group to optimize their use of ARC's products. Lastly, you will provide support to ARC's customer care center and product support teams to help troubleshoot and resolve Expedia Group's complex issues.What You'll Get to Do:Maintain extensive knowledge of travel agent processes supported by or related to ARC's products and services. Become known within ARC and Expedia Group as an expert on the intersection between Expedia Group's Global Settlement Operations and ARC settlement.Become an authority on ARC's settlement products and how they are used by Expedia Group. Represent Expedia Group's views and needs to ARC's product and customer success teams to drive product and service strategy. Provide guidance to Expedia Group's Global Settlement Operations team on ways to optimize their use of ARC's products.As an embedded and engaged member of Expedia Group's Global Settlement Operations team, the ARC Settlement Solutions Manager will:Monitor and troubleshoot settlement and reporting data/tool discrepancies globally.Escalate discrepancies as appropriate for resolution and monitor progress to ensure resolution is achieved.Define and measure success metrics and make necessary adjustments to meet or exceed goals.Provide data driven recommendations for process and/or policy improvements ensuring effective and efficient transaction processing and meeting established metrics.Work with the Global Settlement Operations team to build and execute processes for proper on-going settlement of all Expedia Group's ARC accounts.Support projects and/or strategic plans to reduce settlement exceptions, enhance productivity of agent processes, improve data quality, and reduce costs.Engage with Expedia Group teams and external settlement partners (e.g., ARC, back-office software provider, settlement processing vendor, etc.) as required to resolve issues.Bridge awareness and create alignment within Expedia Group around best practices and strategic approaches to industry developments (e.g., NDC).Support ARC's customer success and product teams by providing product demonstrations to Expedia Group and advising on how ARC's products can best support Expedia Group's needs.Use accumulated information to represent Expedia Group's interests to ARC teams supporting and enhancing ARC's products.Stay informed of travel industry changes and anticipate the impact to Expedia Group. Identify opportunities for ARC to enhance or provide new products or services.You'll Bring These Qualifications:Bachelor's degree from an accredited institution10+ years of experience culminating in expert level knowledge of ARC travel agent customers and their processes. You will use this knowledge to represent agent interests to ARC teams shaping agent-related product and service strategy.Expert knowledge of ARC products and how they support agent processes. You will identify opportunities to enhance ARC products or develop new products.Experience optimizing processes.Experience combining knowledge of customer processes and product knowledge to resolve issues.Strong analytical skills to support troubleshooting customer problems.Experience developing and maintaining strong working relationships with both external and internal stakeholders.Experience facilitating discussions regarding complex industry issues.What We Can Offer You:Joining ARC means joining a team that is motivated, diverse, creative, collaborative and solutions-oriented. We think big, embrace challenges, and explore new ideas to lead the way for the travel industry.Our employees value the hands-on learning and professional development opportunities that allow them to expand their skills and grow their career in new, dynamic ways.We offer a highly competitive, comprehensive benefits package so you can worry less and focus on what truly matters.By joining ARC, you will partner with top minds in the industry as we use data and technology to innovate how the world travels.EOE M/F/D/V Females and Minorities Encouraged to ApplyPM21PI187998756

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