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.
Trust & Safety Operations Analyst
Introduction to team
Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.
As a Trust and Safety Analyst, you will be at the forefront of managing high-impact investigations and driving operational excellence across our platform. You will lead complex and time-sensitive cases, support incident response efforts, and craft proactive risk mitigation solutions that protect our global community. By leveraging data insights and collaborating with cross-functional teams, you will improve workflows, deliver key metrics, and help shape scalable safety playbooks. Your expertise in risk management, stakeholder communication, data analysis, and process optimization will impact the safety of millions of travelers worldwide.
In this role, you will:
Manage escalated trust & safety investigations across lines of business, including executive escalations and time-sensitive cases.
Support management in crisis-response efforts, prioritize high-risk cases, and recommend actionable solutions to stakeholders.
Craft comprehensive incident response playbooks that outline step-by-step guidance for high-risk scenarios, and conduct detailed and action-oriented retrospectives.
Partner with machine learning and data science teams to validate training data sets, identify edge cases, and ensure model accuracy.
Leverage data-driven insights, pattern recognition, and data storytelling to inform strategic planning and guide high-impact decision-making.
Optimize Standard Operating Procedures (SOPs) to enhance operational efficiencies.
Implement and track success of process improvement initiatives, establishing clear metrics and KPIs.
Collaborate with cross-functional teams (Product, Business Program Managers, vendors) to effectively operationalize new initiatives, products, and workflows.
Conduct quality assessments and provide coaching to ensure consistent, effective case outcomes across internal and vendor teams.
Act as the team's Trust & Safety Subject Matter Expert (SME), drive meetings and stakeholder discussions, offering clear communication for technical and non-technical audiences.
Advocate internally to secure necessary tools and resources for the Trust & Safety team's success.
Experience and qualifications:
4- 6 years of relevant Trust & Safety, incident management, operational experience, or a related field.
Experienced in managing severe, time-sensitive investigations in safety, fraud, or legal contexts.
Proven ability to identify and mitigate emerging risks through proactive strategies, using early signals, behavioral insights, and historical trends to guide prevention efforts.
Track-record optimizing operational processes, creating measurable improvements, and simplifying workflows.
Skilled in leading detailed post-incident retrospectives, identifying root causes, and translating findings into actionable improvements.
Strong analytical skills and proficiency with data-driven tools (Excel, SQL, Tableau, Python).
Effective organizer skilled at change management, tight deadlines, shifting priorities, and high-pressure situations.
Comfortable collaborating with key stakeholders (e.g., Legal, PR, Support, and Vendor teams) and have a strong understanding of various business functions.
Professional and empathetic communicator with a proven ability to build trust, navigate sensitive conversations, and tailor messaging to diverse audiences.
Experienced with common productivity and project management tools (JIRA, Confluence, Salesforce, Microsoft Office suite is preferred).
Familiarity with machine learning concepts, particularly in safety or risk contexts.
Strong understanding of industry-relevant regulations, policies, and standards.
Bachelor’s degree or related technical field; or Equivalent related professional experience
This role may require occasional work on weekends or holidays as required by business needs.
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.
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®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50
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 @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.