Manager I, Workforce Planning
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.
Manager I, Workforce Planning
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.
As Manager I, Workforce Planning, you will lead a scheduling team responsible for building, optimizing, and maintaining accurate interval-level schedules in Aspect that support our service level, occupancy, and cost goals. You will connect long-term capacity plans with day-to-day staffing decisions, ensuring we have the right people in the right place at the right time to support travelers and partners. You will drive continuous improvement in how we schedule and utilize our workforce across sites, channels, and skills.
In this role, you will
Lead a team of workforce schedulers responsible for creating, optimizing, and maintaining interval-level schedules in Aspect to meet service level, occupancy, and cost targets.
Partner closely with Capacity Planning, Real-Time Management, and Operations to align schedules to forecasted demand, business priorities, and special events; clearly communicate scheduling decisions using forecast, shrinkage, and staffing data.
Drive continuous improvement in scheduling efficiency and processes (e.g., shrinkage modeling, shift design, multi-skill alignment) and use WFM tools and reports to track schedule performance, staffing attainment, adherence, and workforce utilization.
Develop and maintain clear scheduling communications, including schedule release plans, peak and holiday coverage, structural shift changes, and stakeholder-ready presentations and reports.
Assess scheduling skills and system proficiency within the team; create individual development plans to deepen Aspect expertise, analytical capability, and process discipline; provide constructive feedback that supports ongoing growth.
Manage and prioritize daily scheduling workloads to ensure balanced schedule production cycles, appropriate skill coverage, and timely, data-backed responses to stakeholder requests and internal customers.
Experience and qualifications
You have 5+ years of workforce management, contact center operations, or related experience with a bachelor’s degree; or 3+ years of experience with a master’s degree, or equivalent related professional experience.
You have 1–3 years of people leadership experience, including coaching, feedback, and performance development for a small to mid-size team.
You have advanced proficiency with Microsoft Office, particularly Excel (for analysis, modeling, and reporting) and PowerPoint (for clear, compelling stakeholder presentations).
You have hands-on experience with workforce management software such as Aspect (preferred), NICE, Genesys, or similar, and with contact center telephony/reporting platforms (e.g., Avaya CMS, Amazon/AWS Connect, 8x8).
You are comfortable working with case/ticket management tools (e.g., Jira, Salesforce) and workforce data to diagnose issues, explain trade-offs, and make recommendations that balance service levels, occupancy, and cost.
You demonstrate strong analytical, communication, and stakeholder management skills, and you enjoy collaborating across Operations, Real-Time, Capacity Planning, and other partners to achieve shared outcomes.
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, religion, gender, sexual orientation, national origin, disability or age.