Transformation Manager, Workforce Planning

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.

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.

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.

• 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.

• 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)…