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Senior Director, Workforce Management

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As one of the largest teams within Expedia Group, the Traveler & Partner Services Platform (TPSP) unites global, front-line support for Expedia Group’s travelers and supply partners across all  EG brands and strategic partnerships. 

TPSP is looking for a proven WFM professional to lead our newly-created WFM center-of-excellence that provides end-to-end workforce management services across the EG enterprise. This Senior Director must possess a combination of analytical insight, strong business acumen, and an ability to partner and influence operations leaders across all division and levels in EG. In this role, you will work closely with business leaders globally in their efforts to enable industry-leading traveler and partner experience while ensuring optimal operating costs.

You will be the leader of a large, globally distributed and diverse team of WFM professionals that provide planning services in support of 15K+ front-line vendor agents in addition to 3K+ internal EG employees. As an ideal candidate, you must be both analytically and strategically oriented, have an extensive background in developing industry-leading WFM programs and processes, identifying key metrics to drive improvements and hiring and developing the next generation of skilled WFM leaders.

Workforce Management at Expedia Group is a collaborative and consultative process and the ability to communicate the value and ROI of WFM support is a “must-have” and will be a critical in contributing to this team’s continued success.

Key Objectives:

  • Increase demand forecast accuracy

  • Ensure consistent, industry-leading service level achievement

  • Influence key improvements to vendor contracts and performance

  • Enable rationalization of operational efficiencies within the WFM capacity models

  • Improve WFM team productivity through automation & standardization

  • Develop world-class WFM leaders

What you’ll do:

  • Act as a strategic partner for TPSP & other EG divisional leaders

  • Define and implement traveler and partner centric WFM strategies and processes

  • Drive key improvements to both fixed and variable operating costs while ensuring corporate and divisional traveler-centric service goals are met

  • Evangelize WFM capability & value proposition to ensure continued end-to-end support of current stakeholder and expand scope of team’s support to new partners within EG

  • Empower your WFM direct reports to develop into more effective and empathic leaders

  • Design and develop a lean and nimble WFM organization

  • Maintain a collaborative team culture focused on delivering increasing value through world-class planning and execution

  • Collaborate with executive-level Operations, Sales, Strategy, Product & Technology leaders across Expedia Group to drive improvements to agent, traveler and partner experiences

Who you are:

  • We are looking for a leader with extensive (12+ years) experience leading global workforce management teams for large-scale enterprises (10K+ multi-lingual agent populations)

  • Mastery of end-to-end WFM processes supporting both internal and vendor agent populations and spanning the entire WFM cycle from long-term demand planning to real-time queue and capacity management

  • Entrepreneurial orientation with a demonstrated willingness to embrace new and innovative developments within the WFM discipline & contact center industry

  • A highly motivated, hands-on leader with demonstrated ability to develop and implement strategies that drive increased productivity within their organization

  • Proven capability to develop WFM leaders with strong communicative, interpersonal and people development skills

  • Must possess a strong ability to communicate effectively across all levels of the organization as well as conceptualize programs, benefits and the associated risks including financial impact or benefit

  • Demonstrated problem solving, confidence and quick decision-making capability

  • Extensive knowledge of analytical and reporting tools

  • Familiarity with workforce optimization software (Alvaria, Nice-InContact, Genesys, etc) and ability to articulate and define best-in-class requirements for future partnerships

  • Familiarity with administration of omni channel contact routing systems covering inbound & outbound phone, chat, social, case management & back-office functions

At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and well-being, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and attest to their vaccination status before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.  

© 2021 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 to 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 lifeatexpediagroup.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.
  • United States - Washington - Seattle

  • Operations & Services

  • Full-Time Regular

  • 06/22/2022

  • ID # R-72590

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