Director of Operations

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 team wins. This vibrant environment encourages employees to grow professionally while contributing to shaping the future of global travel. Expedia Group is recognized for its outstanding workplace culture, earning accolades from Glassdoor, Forbes, TIME, and Disability:IN, and offers a comprehensive benefits package that supports employees' well-being and passion for travel, including generous time off, parental leave, travel discounts, wellness reimbursements, and flexible work models.

This role is an exciting leadership opportunity within Expedia Group’s Corporate Functions, specifically in the Operations team which oversees operations globally for Expedia Group’s products. The team manages the customer experience and partner services across multiple geographical regions, playing a pivotal role in delivering exceptional service and operational excellence. As a senior leader in the Traveler and Partner Service Platform (TPSP) Operations, you will lead a large and diverse team of vendor-based customer service professionals. Your primary responsibility will be to define and implement Expedia Group’s Customer Service strategy, aim to improve performance metrics, and enhance overall customer satisfaction.

The position requires strategic thinking to set clear operational goals and key performance indicators (KPIs) while ensuring alignment with the company’s broader vision. You will collaborate closely with internal and external stakeholders to maintain strong partnerships and advocate for the customer service function. In addition, you will oversee the development and execution of continuous improvement initiatives that optimize cost management and reduce variability in service delivery outcomes. This includes coaching and mentoring managers to foster trust-based relationships within their teams and unlock potential for ongoing growth.

Your role extends beyond managing day-to-day operations; you will be a visible, positive influence on the team's culture, promoting inclusivity and diversity. You'll be expected to manage complex challenges, including ensuring business continuity and resource planning, while acting as a department representative on cross-functional teams. The operations you lead impact thousands of employees across multi-region sites, requiring adeptness in handling ambiguity and driving results under pressure. With a clear focus on people-first leadership and a passion for innovation, you'll shape the future direction of customer service at Expedia Group while enjoying competitive compensation and a supportive, high-performance work environment.