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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $190,000.00 - $304,000.00
Work Schedule
Flexible
Benefits
employee discount
Dental Insurance
Health Insurance
Employee assistance program
Paid Time Off
Vision Insurance
Parental leave
Job Description
Expedia Group is a global leader in travel technology and services, powering travel experiences for millions of people around the world. With a portfolio of renowned brands such as Brand Expedia, Hotels.com, Vrbo, trivago, Orbitz, Travelocity, Hotwire, and others, Expedia Group is committed to making travel smoother, more accessible, and memorable for every traveler. Established as a technology-driven company, Expedia Group leverages cutting-edge innovation to connect travelers with the best options for flights, accommodations, and experiences worldwide. The company fosters a diverse and inclusive culture centered on openness, collaboration, and the shared belief that when one person wins, the entire... Show More
Job Requirements
- 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
Job Qualifications
- 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
Job Duties
- 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
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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