Introduction to the Team

Expedia Cruises is seeking a Program Manager to support our Sales Technology strategy and drive adoption across our cruise business and network of 270+ travel agencies and 7,500+ Vacation Consultants. In this role, you'll serve as the bridge between business needs and our technology stack-particularly our CRM platform, lead management system, IVR phone system, and outbound sales prospecting tools. You'll be responsible for aligning our CRM strategy with business objectives, managing contact data integrity across platforms, and connecting sales and customer information to unlock growth and operational efficiency, along with providing ongoing support and training for the network.

In this role, you will:

• Be the subject matter expert for Sales Technology platforms, including CRM, lead management, IVR system, outbound sales prospecting, and related integrations
• Develop and align CRM strategy with broader business needs and sales objectives
• Support adoption and implementation of the new CRM platform, including migration coordination, change management, training delivery, and ongoing support across stakeholders
• Own contact management strategy and execution, including data cleanup, de-duplication, enhancement, and vendor partnerships to ensure data quality, consistency, and actionability across platforms
• Represent the voice of Expedia Cruises' sales and operational needs across franchisees, consultants, account managers, marketing, and corporate teams
• Work with technology partners to plan platform roadmaps, manage integrations, and drive feature rollouts that support sales and lead management goals
• Drive awareness and adoption through communication, training, documentation, webinars, and targeted support
• Troubleshoot, problem-solve, and see issues through to completion; coordinate ad hoc data projects and vendor escalations as needed
• Manage feedback loops with internal and external stakeholders; provide regular status updates and report on key metrics, contact data health, and business impact
• Translate contact, lead, and reporting data into actionable business insights and recommendations

Experience and Qualifications:

• 5-7 years of hands-on CRM administration experience, product management, and/or sales operations
• Degree in business or related discipline
• Hands-on experience with enterprise-level CRM systems (e.g., Salesforce, HubSpot, Microsoft Dynamics or comparable platforms)
• Expertise in contact management and CRM platform administration, including data strategy, data quality management, and enhancements
• Proven ability to align technology solutions with business objectives and stakeholder needs
• Strong program coordination, process development, and problem-solving skills
• Excellent cross-functional collaboration and communication abilities
• Highly organized with strong attention to detail and data acumen
• Experience working effectively with both internal teams and external partners

The total cash range for this position in Vancouver is $73,000.00 to $102,500.00. Employees in this role have the potential to increase their pay up to $117,000.00, 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

Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediggroup.com/life.