Director, AI Operations

Position:
Director, AI Operations – Full Time, Permanent

Company:
Expedia Group

Location:

Seattle, Washington, United States

Salary: $ – $ (potential up to $ based on performance)

Closing Date: 8 Jan 2026

The Director, AI Operations will enable the transformation of global traveler servicing operations by embedding AI-driven intelligence, automation, and advanced analytics into every layer of the operating model. You will shape and execute a vision for next-generation servicing, partnering across Product, Technology, and Operations to translate business priorities into actionable AI initiatives that enhance customer experience, improve efficiency, and reduce cost-to-serve.

• Define and execute a multi-year roadmap to shift the contact center from legacy systems and manual workflows to Agentic and AI-enabled, human-in-the-loop operations
• Identify and prioritize AI enabled use cases across agent experience
• Represent operational priorities while partnering with product and engineering teams to influence AI platform and tooling decisions aligned to operational outcomes.
• Define and implement a holistic scorecard to measure progress towards the operations AI transformation
• Constantly researches industry best practices and benchmarks for AI solutions

• Actively participate in the design, drive delivery of AI initiatives in partnership with Product, Engineering, Operations, ensuring readiness for scale.
• Establish governance and success metrics for pilots and rollouts, balancing innovation with risk/compliance management.
• Coordinate across multiple stakeholder groups (WFM, QA, Learning, Vendor Management) to operationalize new tools and processes.

• Champion customer‑centric design by ensuring AI solutions enhance‑not hinder‑the traveler and human agent experience.
• Monitor and mitigate bias in AI-driven decisions to maintain fairness and inclusivity across global markets.
• Integrate Voice of Customer feedback loops into AI roadmap to continuously improve service quality.

• Design the operational roles and processes needed to “operate” new AI service models; including defining clear thresholds for human‑in‑the‑loop engagement
• Develop needed upskilling path for operational leaders and frontline teams on AI literacy and data‑driven decision‑making.
• Lead organizational readiness efforts including training, communications, and playbook redesign to ensure adoption and trust in AI solutions.
• Build internal champions and help shift the culture from reactive support to predictive and proactive service.
• Partner with operational support teams to evolve metrics, workflows, and coaching aligned with AI‑enabled performance.

• Establish dashboards to monitor adoption, business impact, and ROI of AI initiatives.
• Regularly report progress to Operations and Executive leadership, highlighting both wins and learning loops.
• Create feedback channels between operations and product teams to continuously refine model performance and usability.

• 10+ years in operations, transformation, or strategy roles with measurable impact on customer experience.
• At least 2 years in a leadership role driving cross‑functional initiatives.
• Success in delivering technology‑enabled initiatives with measurable ROI.
• Experience in high‑volume, global servicing environments and leading cultural change.
• Strong analytical mindset; ability to interpret data and influence decisions.
• Familiarity with AI concepts, predictive analytics, and automation trends; able to bridge technical and operational language.
• Understanding of contact center technology/tools and comfort with data visualization dashboards.
• Excellent communication and executive presence; skilled at influencing across senior leadership.
• Strategic thinker with strong financial acumen and ability to build business cases for innovation.
• Proven ability to lead through ambiguity and drive organizational change.
• Track record of building high‑performing teams and fostering innovation.
• Ability to influence in a matrixed team across Product.
• Bachelor’s…