Senior Sales Operations Specialist (Tokyo)

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B 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.
Introduction to team
Expedia Group B2B
Expedia Group B2B connects partners across the travel industry to our leading technology, supply, and services - helping them deliver seamless travel experiences to their customers. From airlines and hotels to financial institutions and other travel platforms, we power smarter, faster, and more impactful travel solutions through the most connected marketplace in the world.
Make an impact
As part of Expedia Group B2B’s Partner Operations team, you’ll be at the executional core of APAC partner support, helping B2B partners and their hotel partners resolve operational issues quickly and effectively. You’ll manage day-to-day cases, build trusted partner relationships, and collaborate with internal teams to deliver a consistent, high-quality support experience. This is an opportunity to build deep expertise in a fast-growing program while contributing to operational excellence across the region.
In this role, you will
Serve as a primary point of contact for B2B partner and hotel partner inquiries, managing a high-volume case queue across operational topics including rate loading, rate plan configuration, program setup, mapping, rate corrections, reservations, and content.
Triage incoming cases, engage the appropriate Expedia Group subject matter experts, and track issues through to resolution while keeping partners informed.
Build strong day-to-day working relationships with B2B partner contacts, acting as a reliable and knowledgeable operational counterpart.
Use case management tools to log, track, route, and report on cases, maintaining accurate records and following escalation protocols when needed.
Identify recurring issues and patterns, flag opportunities to improve workflows or reduce avoidable contacts, and contribute to the B2B Partner Operations playbook.
Experience and Qualifications
You have 3+ years of experience in B2B operations, partner support, account operations, customer operations, or a similar client-facing operational role.
You have professional proficiency in both Japanese and English.
You have experience working in cross-functional environments with multiple internal stakeholders.
You bring strong case management and prioritization skills, with the ability to manage a busy queue without compromising quality.
You have excellent written and verbal communication skills and can engage clearly and professionally with external partners and internal teams.
You have a high attention to detail and a methodical approach to problem-solving.
You are familiar with CRM or case management tools. Experience in travel, hospitality, online travel, or B2B technology-enabled services is helpful.
Bachelor’s degree in a relevant field or related technical field; or Equivalent related professional experience.
Accommodation requests
Expedia 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 https://expedia.service-now.com/askeg?id=job_accommodation.
About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
Equal 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.