Director of Operations

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 the 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.

The Operations team at Expedia Group is a collaborative group managing operations for Expedia Group's products across all geographical regions. TPSP Operations is responsible for the experience of travelers in our marketplace. This role is a key member of the leadership team and will be expected to help create overall strategic direction, collaborate with peers in TPSP, work and build relationships with internal and external stakeholders, as well as be a visible, positive influence on the culture.

In This Role, You Will

• Lead a large, distributed, and diverse team of customer service professionals of vendor-based agents
• Help define Expedia Groups Customer Service strategy
• Set expectations for operational performance and customer experience including defining key performance indicators (KPIs) and objective and key results (OKRs)
• Develop and implement departmental strategy and delegate daily operations to managers and leaders
• Deliver continuous improvement in execution measured by reduced outcome variance, efficient cost management and better customer experience
• Ensure the greater business vision is understood by the team, define its interpretation within the unit and translate into functional goals
• Build dedicated relationships and maintain a visible presence with multiple stakeholder groups as a representative of your department, ensuring each group's needs are understood and supported
• Ensure proper handling and support of all lines of business and consideration of business continuity issues along with updating processes with actionable steps
• Act as a representative of the department on working groups or core teams in a specialized area of impact or interest to your department and the larger business unit
• Use appropriate coaching techniques to coach managers on building trusting, candid relationships with their teams to enable productive development conversations that unlock potential and foster performance
• Create contingency resource plans to ensure continuity of work processes in the face of a delay or shortage in financial/material resources to improve engagement and minimize attrition
• Identify and resolve issues that may impair the team's ability to meet strategic, marketing, financial, and technical goals
  
  

Required

Experience and Qualifications

• 10 years of people management experience
• Bachelor's or Master's degree in related technical field; or Equivalent related professional experience
• Agile and goal-oriented leader, comfortable managing ambiguity and complexity
• Proven success managing large-scale operations (1,000 FTEs) across multi-site, multi-region environments
• Proficient in data analysis, KPI management, and strategic planning
• White belt or equivalent in Lean or other continuous improvement methodology with practical experience applying in a service environment
• Comfortable making recommendations across competing and equally critical business needs
• Respond effectively to complex and ambiguous problems and situations
• Enable an inclusive and diverse work environment
• Inspire and gain the commitment of others towards the vision, mission, values and organizational goals
  
  

Preferred

• 15 years of experience
• Solid understanding of external benchmarking and stays current with industry changes
• Lead with questions rather than opinions, thriving on the opportunity to own, innovate, create, and constantly re-evaluate
• Exceptional program management abilities and able to lead multiple workstreams simultaneously and perform under pressure
  
  

The total cash range for this position in Seattle is $190,000.00 to $266,000.00. Employees in this role have the potential to increase their pay up to $304,000.00, 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.

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. 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.