Director of Operations

Role Overview

The Operations Leader is a key member of the TPSP Operations leadership team at Expedia Group, responsible for shaping the strategic direction of customer service operations, building relationships with internal and external stakeholders, and ensuring a positive impact on company culture.

• Lead a large, distributed, and diverse team of customer service professionals and vendor‑based agents.
• Define Expedia Group’s Customer Service strategy.
• Set expectations for operational performance and customer experience, including defining KPIs and OKRs.
• Develop and implement departmental strategy and delegate daily operations to managers and leaders.
• Deliver continuous improvement in execution measured by reduced outcome variance, efficient cost management, and better customer experience.
• Ensure the greater business vision is understood by the team, define its interpretation within the unit, and translate it into functional goals.
• Build dedicated relationships and maintain a visible presence with multiple stakeholder groups, ensuring each group’s needs are understood and supported.
• Ensure proper handling and support of all lines of business, consider business continuity issues, and update processes with actionable steps.
• Act as a representative of the department on working groups or core teams in specialized areas of impact or interest to the department and the larger business unit.
• Use appropriate coaching techniques to coach managers on building trusting, candid relationships with their teams, enabling productive development conversations that unlock potential and foster performance.
• Create contingency resource plans to ensure continuity of work processes in the face of delays or shortages in financial/material resources, improving engagement and minimizing attrition.
• Identify and resolve issues that may impair the team’s ability to meet strategic, marketing, financial, and technical goals.

• 10+ years of people management experience.
• Bachelor’s or Master’s degree in a related technical field, or equivalent professional experience.
• Agile and goal‑oriented leader, comfortable managing ambiguity and complexity.
• Proven success managing large‑scale operations (1,000+ FTEs) across multi‑site, multi‑region environments.
• Proficient in data analysis, KPI management, and strategic planning.
• White belt or equivalent in Lean or other continuous improvement methodology with practical experience applying it in a service environment.
• Comfortable making recommendations across competing, equally critical business needs.
• Respond effectively to complex and ambiguous problems and situations.
• Enable an inclusive and diverse work environment.
• Inspire and gain the commitment of others towards the vision, mission, values, and organizational goals.

• 15+ years of experience.
• Solid understanding of external benchmarking and staying current with industry changes.
• Lead with questions rather than opinions, thriving on the opportunity to own, innovate, create, and constantly re‑evaluate.
• Exceptional program management abilities and the ability to lead multiple work streams simultaneously and perform under pressure.

Pay range: $ to $. Employees in this role have the potential to increase their pay up to $, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Expedia Group offers a comprehensive benefits package, including medical/dental/vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursements, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

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 process.

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.