Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.
Why Join Us?
To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.
We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.
Change and Transformation Manager, Workforce Planning
The Workforce Management team is at the heart of Expedia’s global support operations, driving real-time performance, resource optimization, and strategic transformation across hundreds of contact center queues. We’re a high-impact team that thrives in ambiguity, moves fast, and solves complex problems with precision and cross-functional collaboration.
We partner closely with operations, product, and technology to deliver intelligent routing, incident management, and staffing solutions that improve traveler experience and operational efficiency. Our work spans proactive crisis response, automation, and data standardization, enabling agile decision-making and sustained service excellence.
If you’re passionate about solving big problems, optimizing systems at scale, and driving change across a dynamic network, you’ll find the Workforce Management Team an exciting place to make an impact.
In this role you will:
- Lead transformation of real-time and near-time operations with a focus on proactive queue management, SL recovery, and resource utilization.
- Design and implement changes to skill assignment, routing logic, and escalation frameworks to drive consistency and speed of execution.
- Build and scale alert-based monitoring models, enabling faster incident response and minimizing customer impact.
- Partner with operations and tech teams to improve visibility into queue health, agent availability, and staffing alignment.
- Own change governance processes across WFM and vendor teams—ensuring playbooks are adopted and performance is sustained.
- Track and report on transformation outcomes with clear KPIs tied to efficiency, SL, and CX improvements.
Experience and Qualifications:
- 8+ years of experience in Workforce Management, with deep hands-on expertise in real-time and near-time operations.
- Strong foundational knowledge of WFM disciplines: queue management, skill-based routing, capacity management, resource allocation, and intraday optimization.
- Proven experience driving transformation initiatives focused on scaling real-time operations, increasing automation, and reducing manual overhead.
- 3–5+ years in a change management or transformation leadership role, preferably in a global, multi-vendor contact center environment.
- Proficient in WFM systems (e.g., Verint, NICE, Genesys Cloud, Amazon Connect) and queue/routing design across multiple LOBs.
- Deep understanding of how WFM design impacts customer experience, SL performance, and agent utilization.
- Strategic thinker with a strong operational mindset—able to translate business challenges into scalable WFM solutions.
- Excellent communicator and influencer, capable of aligning Operations, Product, Tech, and Vendor teams around a shared execution model.
- Strong analytical skills with the ability to interpret real-time data and drive immediate and long-term corrective actions.
- Adept at creating process playbooks, governance frameworks, and incident response protocols.
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.
#LI-MC1
The total cash range for this position in Austin is $98,500.00 to $138,000.00. Employees in this role have the potential to increase their pay up to $157,500.00, 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.
Accommodation requests
If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.
We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.
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™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50
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 with 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.