Director, Workforce Management

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Director, Workforce Management The Director, Workforce Management leads the strategy and execution that enables a large, globally distributed customer operations network to deliver exceptional experiences. As a leader of leaders, you will shape the capabilities, operating rhythms, and workforce solutions needed to support complex, multi-region operations.

You will partner with Operations and business process outsourcing partners globally, as well as Finance, Technology, Product, and other senior stakeholders. Through data, automation, and strong leadership, you will improve productivity, agility, service levels, and operational resilience across geographies, channels, and delivery  this role, you will:

Lead a large, global workforce management organization, setting clear expectations, operating rhythms, and performance standards across regions.

Oversee capacity planning, real-time management, resource management, workforce optimization, and supporting technology in alignment with customer demand and business priorities.

Lead transformation from strategy through execution, including operating model design, technical migrations, process redesign, technology enablement, readiness, adoption, and benefits realization.

Build measurable approaches to improve resource utilization , productivity, service levels, quality, and operational resilience through reporting, automation, and continuous improvement.

Develop managers and organizational depth by coaching leaders, strengthening accountability, supporting career development, and building a strong leadership pipeline.

Advise senior stakeholders through critical business changes, remove barriers to progress, and secure the resources and support needed to deliver meaningful results.

Experience and qualifications:

You have 10+ years of relevant experience with a bachelor’s degree, or 8+ years of relevant experience with a master’s degree.

You have a bachelor’s degree in business, operations, analytics, or a related technical field; or equivalent related professional experience.

You have 10+ years of experience managing people leaders and developing high-performing, geographically distributed teams.

You have deep experience in workforce management, contact center operations, capacity planning, and workforce optimization across multiple regions, channels, or delivery sites.

You are proficient in Microsoft Office, particularly Excel and PowerPoint, and experienced with workforce optimization platforms such as Amazon Connect, NICE in Contact, Genesys, or Aspect.

You have working expertise with contact center telephony platforms and case management platforms such as Salesforce and Jira, and you use data and technology to guide operational decisions.

You communicate complex operational and technical concepts clearly, build trusted relationships with senior stakeholders, and create meaningful change through collaboration.#LI-MC1

The total cash range for this position in Seattle is $ 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.

The total cash range for this position in Austin is $ 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.

Starting pay for this role will vary based on multiple…