North America Director, Service and Operations

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 Customer Service senior leader professional to lead our North America hotel partner support team. This team supports our hotel supply partners as well as our internal commercial teams. This Director must possess a combination of analytical insight, strong business acumen, and an ability to analyze business performance to drive a high-performance culture.

You will be the leader of a large, distributed, and diverse team of customer service professionals that provides direction to 100+ internal agents as well as front line teams at external vendors. The ideal candidate will be able to lead a highly engaged workforce committed to company values and focused on providing the right end to end experience in our marketplace.

Lodging Customer Service team at Expedia Group is a collaborative unit, creating strategic direction and aligning with peers and external stakeholders to ensure a high performing 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)

• Develop and implements departmental strategy and delegates daily operations to managers and leaders

• Controls operational budget and ensures operational delivery within it

• Ensures the greater business vision is understood by the team, defines its interpretation within the unit and translates into functional goals

• Key influencer of stakeholder groups to ensure team are fully supported for their operational work and the team's needs and challenges are considered in development of any future changes

• Strong understanding of operational structures and functions essential to manage operations

• Uses external benchmarking and industry knowledge to make improvements within EG

• Explicitly builds systems that encourage talent to grow in the organization and develops successors for own position. Mentor's others and promotes mentorship within the organization

• Shares knowledge and best practices among broader company business groups; may sponsor and serve as subject matter guide for "masterclass"

• Enables an inclusive and diverse work environment

• Uses appropriate coaching techniques to unlock team members’ potential to grow their skills and help them drive their performance

• Models and encourages others to handle conflict openly and productively

• Promotes a “one-team” mentality that encourages ownership and collaboration around technical and customer problems irrespective of organizational boundaries

• Creates pipelines of talent for the future from both internal and external talent pools

• Proactively and transparently manages conflict

• Helps other leaders proactively identify staffing needs and resources for accomplishing business unit/function goals

• Plans for and assigns financial/material resources effectively across the business unit/function and in line with organizational resources and goals

• Assists in developing policies and procedures to increase resource utilization efficiencies and reduce unnecessary costs within the business unit/function

• 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

• 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

• Ensures team is prepared for any business continuity issues that may arise

• Considers potential business continuity issues and ensures policies and processes are up to date and actionable

• Acts as key decision maker for decisions in any large risk business continuity incidents that occurs within the unit

• Proactively offers support to other parts of the business impacted by active business continuity issues and informs executives and peers of status in the event of significant

Who you are:

• We are looking for a leader with extensive experience leading global contact center teams for large-scale enterprises (1K+ multi-lingual agent populations)

• An experienced leader with a Bachelor's or Master's degree in a related field; or equivalent related professional experience

• You have several years of people management experience

• 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 contact center leaders with strong communicative, interpersonal and people development skills

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

• Extensive knowledge of analytical and reporting tools

#LI-KW1

The total cash range for this position in Springfield is $153,000.00 to $214,500.00. Employees in this role have the potential to increase their pay up to $245,000.00, 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.

Expedia iscommittedto creating an inclusive workenvironmentwith 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.