488 Jobs in Austin, TX, USA or

Director, Workforce & Vendor Optimization

As one of the largest teams within Expedia Group, the Traveler & Partner Services Platform (TPSP) unites global, front-line support for Expedia Group’s travelers and supply partners across all EG brands and strategic partnerships.

TPSP is looking for a proven leader to lead the transformation of the contact center network by building capabilities across vendor & internal agent networks, optimizing vendor network footprint, and optimizing end-to-end service costs. This Director must possess a combination of vendor negotiations, analytical insight, and strong business acumen. The leader will have demonstrated experience in partnering with and influencing vendors, operations, and product and technology leaders across all divisions and levels in EG. In this role, you will work closely with business leaders globally in their efforts to enable industry-leading traveler and partner experience while ensuring optimal operating costs.

You will be the global leader that partners with product, engineering, operations, and vendors and develop and deliver planning services and capabilities in support of 15K+ front-line vendor agents in addition to 3K+ internal EG employees. As an ideal candidate, you must be both analytically and strategically oriented, have an extensive background in developing industry-leading programs and processes, and identify key metrics to drive improvements.

Workforce and Vendor Optimization at Expedia Group is a collaborative and consultative process and the ability to communicate the value and ROI of the organization’s support is a “must-have” and will be critical in contributing to this organization’s continued success.

What you’ll do:

• Act as a strategic partner for TPSP & other EG divisional leaders with 3P vendors

• Drive key improvements to both fixed and variable operating costs while ensuring corporate and divisional traveler-centric service goals are met

• Empower Operations and WFM organization with business-optimized capabilities that drive up efficiencies, and lower cost to serve

• Maintain a collaborative team culture focused on delivering increasing value through world-class planning and execution

• Collaborate with executive-level Operations, Sales, Strategy, Product & Technology leaders across Expedia Group to drive improvements to agent, traveler and partner experiences

• Ensure vendor network footprint that delivers optimal quality and cost to serve OKRs

• Optimize contractual terms that improve flexibility in ramping up/down agent population

• Influence key improvements to vendor contracts and performance

• Ensure consistent, industry-leading service level achievement

• Enable rationalization of operational efficiencies within the WFM capacity models

• Improve WVO team productivity through automation & standardization

Who you are:

• We are looking for a leader with extensive (10+ years) experience leading global programs that optimize vendor network, costs and lead transformative changes in large-scale enterprises

• Mastery of end-to-end vendor management and WFM processes supporting both internal and vendor agent populations and spanning the entire contact center cycle from long-term

• Entrepreneurial orientation with a demonstrated willingness to embrace new and innovative developments within the contact center industry

• A highly motivated, hands-on leader with demonstrated ability to develop and implement strategies that drive increased productivity within their organization

• Must possess a strong ability to communicate effectively across all levels of the organization as well as conceptualize programs, benefits and the associated risks including financial impact or benefit

• Demonstrated problem-solving, confidence, and quick decision-making capability

• Extensive knowledge of analytical and reporting tools

• Familiarity with administration of omnichannel contact routing systems covering inbound & outbound phone, chat, social, case management & back-office functions

The total cash range for this position in Austin is $182,500 to $256,000. Employees in this role have the potential to increase their pay up to $292,000, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

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The total cash range for this position in Seattle is $182,500.00 to $255,500.00. Employees in this role have the potential to increase their pay up to $292,000.00, 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.

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.

Expedia iscommittedto creating an inclusive workenvironmentwith 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.