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.
Introduction to the Team
Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.
The Operations team at Expedia Group is a collaborative group managing operations for Expedia Group's products across all geographical regions. TPSP Operations is responsible for the experience of travelers in our marketplace. This role is a key member of the leadership team and will be expected to help create overall strategic direction, collaborate with peers in TPSP, work and build relationships with internal and external stakeholders, as well as be a visible, positive influence on the culture.
In this role, you will:
Lead a large, distributed, and diverse team of customer service professionals of vendor-based agents
Help define Expedia Groups Customer Service strategy
Set expectations for operational performance and customer experience including defining key performance indicators (KPIs) and objective and key results (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 into functional goals
Build dedicated relationships and maintain a visible presence with multiple stakeholder groups as a representative of your department, ensuring each group's needs are understood and supported
Ensure proper handling and support of all lines of business and consideration of business continuity issues along with updating processes with actionable steps
Act as a representative of the department on working groups or core teams in a specialized area of impact or interest to your department and the larger business unit
Use appropriate coaching techniques to coach managers on building trusting, candid relationships with their teams to enable productive development conversations that unlock potential and foster performance
Create contingency resource plans to ensure continuity of work processes in the face of a delay or shortage in financial/material resources to improve engagement and minimize attrition
Identify and resolve issues that may impair the team's ability to meet strategic, marketing, financial, and technical goals
Experience and Qualifications
Required:
10+ years of people management experience
Bachelor's or Master's degree in related technical field; or Equivalent related 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 in a service environment
Comfortable making recommendations across competing and 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
Preferred:
15+ years of experience
Solid understanding of external benchmarking and stays 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 able to lead multiple workstreams simultaneously and perform under pressure
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.
Benefits and perks
Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediggroup.com/life.
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.
About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
Equal Opportunity
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, veteran status, or any other characteristic protected by law. 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.Skills Required
- 10+ years of people management experience
- Bachelor's or Master's degree in a related technical field or equivalent professional experience
- Proven success managing large-scale operations (1,000+ FTEs) across multi-site, multi-region environments
- Proficient in data analysis, KPI management, and strategic planning
- Agile and goal-oriented leadership; comfortable managing ambiguity and complexity
- White belt or equivalent in Lean or other continuous improvement methodology with practical service-environment experience
- Ability to make recommendations across competing and critical business needs
- Ability to respond effectively to complex and ambiguous problems
- Ability to enable an inclusive and diverse work environment
- Ability to inspire and gain commitment to vision, mission, values and organizational goals
- 15+ years of experience
- Solid understanding of external benchmarking and staying current with industry changes
- Exceptional program management abilities; able to lead multiple workstreams and perform under pressure
- Prefer leaders who lead with questions, own and innovate, and constantly re-evaluate
Expedia Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Expedia Group and has not been reviewed or approved by Expedia Group.
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Wellbeing & Lifestyle Benefits — Wellness and travel perks are positioned as differentiators, with wellness and travel reimbursement, brand discounts, and IATAN access supporting work-life balance. Flexible schedules, commuter benefits, and onsite amenities further enhance lifestyle value.
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Parental & Family Support — Family-focused provisions include generous parental leave, adoption and surrogacy assistance, childcare benefits, and caregiver support. Pet care leave and company-sponsored family events broaden the definition of family support.
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Inclusive Benefits Coverage — Healthcare is described as inclusive, extending coverage to partners regardless of gender or marital status and offering fertility and transgender services. This breadth signals support for diverse life stages and identities.
Expedia Group Insights
What We Do
Expedia Group powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.
Why Work With Us
As travelers and technologists, we are passionate about making travel more seamless, accessible and memorable. We embrace different perspectives, celebrate new ideas, and empower every Expedian to drive meaningful change. The experiences we create bridge divides and broaden horizons – helping create unforgettable memories through travel.
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