Meet the Team: Rob Medina

Tell us about you! (Where are you from, hobbies/interests, things you do outside of work!)

I'm originally from San Jose, California, and have had the chance to live in some amazing places, both domestic and international, such as Santa Barbara, San Francisco, Portland (Oregon), Dublin (Ireland), various parts of Thailand, islands off peninsular Malaysia, and Indonesia! Outside of work, I love hiking and backpacking, spending time around trees, and being off-grid in the high desert. My partner and I enjoy road-tripping in our vintage 1981 Minnie Winnie RV, named Uncle Eddie, exploring new places and trying new foods. Unsurprisingly, I'm a big fan of traveling, especially to tropical spots, and I've been to nearly 50 countries. When not working or traveling, we spend much of our time hanging out and playing games with friends, family, and our dog, Agador Spartacus. Lately, we've been getting into more tabletop board games. I even tried my hand at playing D&D with some friends - it's a steep learning curve but really fun! Huzzah!

What does a Director, Member Success do anyway? How did you get in to Member Success?

It's about balancing big-picture strategy with day-to-day operations - streamlining processes, gathering and acting on feedback, and ensuring the team has what it needs to support members effectively. I strive to provide our members with a fantastic experience and get the most value from what we offer via our Going App (download it today!) and Web experiences. My role is to enable our team to provide millions of members with a positive experience while ensuring the team is efficient, adaptable, and aligned with business goals by scaling support systems to handle growth, aligning efforts with broader company objectives, and optimizing processes to balance member satisfaction with operational efficiency. The tl;dr is I help our Member Success team help each other, our members, and the business. I got into Member Success because I've always loved problem-solving and helping people. But my path to get here wasn't linear. After graduating with degrees in Biopsychology and Zoology from the University of California, Santa Barbara (Go Gauchos!) and studying with Semester at Sea, I knew I needed to find a way to experience living abroad. This led me to teach English across Thailand and Indonesia for three years, then get my Dive Master certification in Malaysia and lead dives for a season. Once I returned home and got into tech, I started in support roles, learning how to tackle customer challenges and find ways to improve processes. Over time, I moved into training, member education, and leadership, where I could focus on building systems, empowering teams, and turning feedback into impactful changes. For me, it's all about creating a win-win: happy members who feel supported and a team that's empowered to do their best work.

What's your favorite thing about your role here at Going?

There's something special about working in an industry that you're already passionate about. Travel is the core of who I am, and in defining how I see the world, I've created some of the most amazing memories and friendships along the way. So when I get to use my own life as a case study into how we can improve the member experience at Going, when I'm genuinely curious about finding great deals, sharing this with others, and understanding what makes a good cash vs points deal - I'm already invested. As a kid, I used to spin the globe in class to see where "I'd go on a vacation," not understanding the cost of travel. Today, I get to help people live those wild and free childhood dreams - what's not to love about that? I'm also extremely passionate about Going's deeper mission: helping members travel, explore the world, and connect with new cultures. Travel isn't just about logistics, it's a gateway to empathy, understanding, and seeing life from different perspectives. Whether inspiring someone to explore a new destination or resolving an issue so they can take that trip they've been dreaming of; I love that my work fosters connection and cultural exchange.

What advice would you give to a candidate interested in working at Going?

The people I see who thrive at Going are kind, curious, and ambitious - they don't have to come from travel backgrounds but have a passion for learning, jumping into the unknown, and solving problems. They lead empathetically and are always willing to try new things, test ideas, and validate with data. And if at first you don't get hired - try again! Take it from me; I tried to join Going back in 2018. While that time wasn't right, I went off to continue to learn and grow and came back in 2022 and got the job.

What's kept you here for 2+ years?

Affordable travel means so many things to so many people. Being able to help someone leave the country for the first time, get on their first flight, go somewhere they never thought possible, or navigate the points and miles world really fills my cup. Beyond that, travel can be a life-altering moment and change how people experience and see the world. Travel 100% shaped who I am today. I've made lifelong friends, navigated long-distance relationships, and felt welcomed by strangers in places that were just a dream as a kid. Kid me would be so stoked to know how much he got to turn the "spin the globe game" into reality. Every day, I get to join a team passionate about helping people travel and experience the world. It's a mission I truly believe in.

What's the best Going deal you've ever booked?

From Seattle to Tokyo roundtrip for $315 a person! That's right - a roundtrip ticket to Japan for only $315?! I texted my partner, "We're going to Japan in September, I already booked the tickets." To this day, it's one of my favorite texts I've ever sent. We spent 10 days in Japan via a Going Mistake Fare (a fare so low it must have been a mistake), and I already know we need to go back. While rare, Going has made it wonderfully easy to jump on such opportunities - from the push alerts on the mobile app helping me take advantage of time-sensitive deals to their remote work and flexible PTO policies allowing me to truly unplug and refresh. It also helps when colleagues share the deal and say, "Book it!"

When you were a kid, what did you want to be when you grew up?

I'm still figuring this one out. 😂 The list that I can remember was:

1. Work with monkeys