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Director, Workforce Management

Expedia Group

Location: Seattle, Washington

Job Type: Full time


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Director, Workforce Management

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 various functions within our WFM center-of-excellence that provides end-to-end workforce management services across the EG enterprise. This Director must possess a combination of WFM experience in a contact center environment, analytical insight, strong business acumen, and an ability to partner and influence operations leaders across multiple divisions and levels in EG.

You will be the leader of a globally distributed and diverse team of WFM professionals, responsible for key functions within a wider WFM team that provides 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 operationally oriented, be able to input to strategic thinking, and have a strong background in working with industry leading WFM programs and processes, identifying key metrics to drive improvements and hiring and developing the next generation of skilled WFM professionals.

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.

What you’ll do:

  • Increase demand forecast accuracy

  • Ensure consistent, industry-leading service level achievement

  • Influence key improvements to vendor performance

  • Enable rationalization of operational efficiencies within the WFM capacity models

  • Improve WFM team productivity through automation & standardization

  • Develop world-class WFM employees and leaders

  • Lead a set of WFM teams and/or functions within the wider EG WFM organization, determined in relation to your proven skills and experience

  • Act as a collaborative peer within the WFM leadership team to deliver connected, aligned and end-to-end service delivery

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

  • Help design 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 from stakeholders

  • Empower your WFM direct reports to develop as effective leaders and/or grow as WFM professionals

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

  • Collaborate with 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 wide (8+ years) experience leading workforce management teams for large-scale enterprises

  • 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 implement strategies that drive increased productivity within their organization

  • Proven capability to develop WFM professionals 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 (Aspect, 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


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®,®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.

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