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Job Details
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.
Director, AI Operations
The Director, AI Operations will enable the transformation of global traveler servicing operations by embedding AI-driven intelligence, automation, and advanced analytics into every layer of the operating model. This role will shape and execute a vision for next-generation servicing, partnering across Product, Technology, and Operations to translate business priorities into actionable AI initiatives that enhance customer experience, improve efficiency, and reduce cost-to-serve. As a strategic leader, you will facilitate the design of the operations model of the future—enabling agentic service capabilities, fostering a culture of innovation and adoption, and delivering measurable impact.
In this role, you will:
AI Transformation Strategy
Define and execute a multi-year roadmap to shift the contact center from legacy systems and manual workflows to Agentic and AI-enabled, human-in-the-loop operations
Identify and prioritize AI enabled use cases across agent experience
Represent operational priorities while partnering with product and engineering teams to influence AI platform and tooling decisions aligned to operational outcomes.
Define and implement a holistic scorecard to measure progress towards the operations AI transformation
Constantly researches industry best practices and benchmarks for AI solutions
Cross-Functional Delivery
Actively participate in the design, drive delivery of AI initiatives in partnership with Product, Engineering, Operations, ensuring readiness for scale.
Establish governance and success metrics for pilots and rollouts, balancing innovation with risk/compliance management.
Coordinate across multiple stakeholder groups (WFM, QA, Learning, Vendor Management) to operationalize new tools and processes.
Customer Experience Alignment
Champion customer-centric design by ensuring AI solutions enhance—not hinder—the traveler and human agent experience.
Monitor and mitigate bias in AI-driven decisions to maintain fairness and inclusivity across global markets.
Integrate Voice of Customer feedback loops into AI roadmap to continuously improve service quality.
Change Management & Enablement
Design the operational roles and processes needed to “operate” new AI service models; including defining clear thresholds for human-in-the-loop engagement
Develop needed upskilling path for operational leaders and frontline teams on AI literacy and data-driven decision-making.
Lead organizational readiness efforts including training, communications, and playbook redesign to ensure adoption and trust in AI solutions.
Build internal champions and help shift the culture from reactive support to predictive and proactive service.
Partner with operational support teams to evolve metrics, workflows, and coaching aligned with AI-enabled performance.
Measurement & Continuous Improvement
Establish dashboards to monitor adoption, business impact, and ROI of AI initiatives.
Regularly report progress to Operations and Executive leadership, highlighting both wins and learning loops.
Create feedback channels between operations and product teams to continuously refine model performance and usability.
Experience & Qualifications:
10+ years in operations, transformation, or strategy roles with measurable impact on customer experience.
At least 2 years in a leadership role driving cross-functional initiatives.
Success in delivering technology-enabled initiatives with measurable ROI.
Experience in high-volume, global servicing environments and leading cultural change.
Strong analytical mindset; ability to interpret data and influence decisions.
Familiarity with AI concepts, predictive analytics, and automation trends; able to bridge technical and operational language.
Understanding of contact center technology/tools and comfort with data visualization dashboards.
Excellent communication and executive presence; skilled at influencing across senior leadership.
Strategic thinker with strong financial acumen and ability to build business cases for innovation.
Proven ability to lead through ambiguity and drive organizational change.
Track record of building high-performing teams and fostering innovation.
Ability to influence in a matrixed team across Product
Bachelor’s degree in Business, Operations, Data Science, or related field; advanced degree or equivalent experience preferred.
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.
Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.
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.