Director of Operations

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. 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. Operations and TPSP Operations Overview 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. Key Responsibilities 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 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 Qualifications 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 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. #J-18808-Ljbffr