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HR Ops Program Manager: Search / Content Optimization

In the continued evolution of our Engagement platform, we have more capabilities that the function can utilize to drive the People team strategy, than we ever have before. We also have a broad set of performance metrics, outcomes, and insights coupled with a higher volume of stakeholder audiences that need to understand these insights and how they are or could be driving business value. Understanding what is possible in the ServiceNow platform and how that can be applied to the People needs and is required for us to continue to add value.

We need to not only know what our metrics are telling us and what we did in the month to change these, we also need to know what the right set of things are we should be doing across content, Virtual Agent, Tier 0 effectiveness, search, and other areas to meet the demand and to improve the outcomes for the employees.

What you’lldo:

Product Service Delivery:Being user-obsessed about the experience for our target audience(s)consisting of employees, managers, HR partners, and Centers of Excellence stakeholders.Conduct and apply extensive research methods of user behavior, while possessingdeep systems thinking to meet emerging needsacross Expedia Group.
Product Support:The ability to deliver outcomes related to the launch of updates, new releases, or fixes. Discover new opportunities, ensure adoption and user experience is understood across a wide stakeholder group and deliver a high output of change.
Performance Analysis:Analyze internal and industry trends, as well as outcomes of the platform based on how employees use ServiceNow. Deep dive into cases to understand the “why and what” from an employee user perspective. Be able to make data-driven decisionsto help adoptionwith Search, Virtual Agentand / or our HR tiering model for a best-in-class employee experience.
Stakeholder Communication: Able to present findings to a diverse audience of users, leaders, and internal stakeholders.Be able to dig deep into the data to uncover information that tells the story. Possess the ability to translate insights into actions and to develop a compelling business review for various audience types, explaining the journey, and aligned with the priorities of the principal product manager for the platform. Be able to talk about the product across People Team stakeholders with interconnected products, processes, and solutions. Influencing others about the use of capabilities, not just the technology, to address People needs.
User Experience: Research, collect, and incorporate feedback (stakeholders, employees, managers, Centers of Excellence) to improve the product, to include specific strategies related to search, Virtual Agent, and Tier 0 effectiveness, ensuring the product offers an excellent user experience and addresses user pain points.
Documentation: Oversee the creation of product documentation, user guides, and training materials.

Who you are:

Bachelor's or equivalent experience
Functional/ Technical skills in process improvement, training and project/product management
Experience with advanced workload/resource planning/forecasting
Reporting & data manipulation/analysis skills
Advanced service delivery/customer service skills

The total cash range for this position in Austin is $110,500.00 to $155,000.00. Employees in this role have the potential to increase their pay up to $177,000.00, 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.

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™.

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 careers.expediagroup.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.