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.

Knowledge Content Strategist, Customer Service Operations

At Expedia Group, we’re reimagining how knowledge empowers our global Customer Service teams - enabling delivery of exceptional experiences through intelligent, AI-ready content.

As a Knowledge Content Strategist, you will design, build, and optimize the knowledge experiences that fuel our agents’ success. You’ll transform complex information into clear, human-centered content, support our ongoing AI-ready transformation, and partner with cross-functional teams to ensure content is accurate, findable, and scalable across systems and brands.

This role is ideal for a strong individual contributor who thrives in structured but evolving environments, enjoys systems thinking, and is passionate about shaping the future of knowledge at scale.

In this role, you will:

• Create, structure, and optimize service content that helps Customer Service teams support travelers and partners effectively across multiple lines of business.
• Apply information architecture and taxonomy principles to organize and tag content for maximum discoverability and reuse across platforms.
• Conduct audits and quality reviews to identify gaps, improve accuracy, and align to Expedia’s content standards of style, voice, tone, and accessibility.
• Support AI-ready content transformation initiatives - adopting modular content structures, metadata frameworks, and automation-friendly authoring practices.
• Collaborate cross-functionally with Product, Operations, Learning, and Tech partners to translate business requirements and agent pain points into actionable content solutions.
• Use data and feedback loops (analytics, content scoring, agent interviews) to measure performance and continuously improve content relevance and usability.
• Champion the agent experience by understanding their workflows, simplifying complex processes, and designing content that reduces cognitive load and improves resolution speed.
• Contribute to standards and best practices that strengthen our knowledge management framework and help advance the maturity of our global content ecosystem.

Experience & Qualifications:

• You are a skilled content strategist or UX writer with a strong grasp of how content design impacts user success and business outcomes.
• You are user-centric, leveraging empathy, data, and insight to design content that solves real problems.
• You are organized and methodical, capable of managing multiple projects, deadlines, and priorities with minimal supervision.
• You are a natural collaborator, comfortable partnering across disciplines and presenting content decisions with clarity and confidence.
• You have a systems mindset, understanding how content connects across touchpoints, technologies, and processes.
• You are curious about AI and automation, eager to explore how structured content and metadata enable smarter, more personalized knowledge delivery.
• 3–6 years of professional experience in content strategy, UX writing, or knowledge management.
• Proven ability to author and maintain content for digital, knowledge base, or operational support environments.
• Comfortable using content management systems (e.g., Salesforce, SharePoint, Sana) and basic HTML or markdown.
• Understanding of taxonomy, tagging, and metadata concepts.
• Strong written communication and storytelling skills, with attention to clarity, tone, and structure.
• Comfortable working with data to inform and validate decisions.
• Experience leading complex projects end-to-end.
• Ability to prioritize effectively in a fast-moving, cross-functional environment.

#LI-MC1

The total cash range for this position in Austin is $112,000.00 to $156,500.00. Employees in this role have the potential to increase their pay up to $179,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

The total cash range for this position in Seattle is $112,000.00 to $156,500.00. Employees in this role have the potential to increase their pay up to $179,000.00, 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.

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.