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 of Operations

You will be the leader of a large, distributed, and diverse team of customer service professionals that provides direction to large teams of vendor-based agents and supporting the development of a future strategy to build an internal agent team as well. As an ideal candidate, you must be analytically and strategically oriented, and have previous experience building and leading high performing teams while driving engagement at all levels of the organization

The Operations team at Expedia Group is a collaborative group, managing operations for the Expedia Group’s products across all geographical regions. TPSP Operations is responsible for expense management as well as experience of the 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

What you’ll do:

• Set expectations for operational performance and customer experience including defining key performance indicators (KPIs) and objective and key results (OKRs)
• Develops and implements departmental strategy and delegates daily operations to managers and leaders

• Delivers continuous improvement in execution measured by reduced outcome variance, efficient cost management and better customer experience
• Ensures the greater business vision is understood by the team, defines its interpretation within the unit and translates into functional goals

• Builds strong relationships and maintains a visible presence with multiple stakeholder groups as a representative of own department, ensuring each group's needs are understood and supported by the other

• Ensures proper handling, support of all lines of business and consideration of business continuity issues along with updating processes acknowledging these issues with actionable steps

• Acts as a representative of the department on working groups or core teams in a specialized area of impact or interest to own 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 to unlock potential and drive performance

• Creates 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

• Identifies and resolves issues that may impair the team's ability to meet strategic, marketing, financial, and technical goals

Who you are:

• 10+ years of people management

• 15+ years of experience preferred

• Bachelor’s or Master’s degree in related technical field; or Equivalent related professional experience
• Agile and goal-oriented leader, comfortable with managing ambiguity and complexity.

• Proven success managing large-scale operations (1,000+ FTEs), across multi-site, multi-region environments.

• Skilled 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
• Skilled at using data to analyze business performance

• Comfortable making recommendations across competing and equally critical business needs

• Respond effectively to complex and ambiguous problems and situations

• Enables an inclusive and diverse work environment

• Inspires and gains the commitment of others towards the vision, mission, values and organizational goals

• Solid understanding of external benchmarking and stays abreast of changes to industry

• Lead mostly with questions rather than opinions, thriving on the opportunity to own, innovate, create, and constantly re-evaluate

• Exceptional program management skills and able to lead multiple workstreams simultaneously and to perform under pressure

#LI-BB1

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.