Director of Operations

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

Experience and Qualifications

Required:

• 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