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.

Why Join Us?

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 global hybrid work setup (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.

Director, Traveler Operations

Introduction to Team:

Expedia has an incredible opportunity for a Director, Travel Operations role to be part of our dynamic Traveler Business Team! The Traveler Business Team is dedicated to creating the most convenient, rewarding, and memorable travel experiences for people worldwide. As the driving force behind the growth of our global consumer business, this team oversees our Expedia, Hotels.com, Vrbo, and Portfolio brands, spanning a diverse range of services, including Hotels, Vacation Rentals, Air, Car, Packages, and Insurtech.

Make an Impact:

Are you ready to lead and innovate in a fast-paced, dynamic environment? As the Director, Traveler Operations for the Traveler Business Team at Expedia Group, you will take ownership of critical initiatives across multiple brands and products, advancing our business objectives. Partnering closely with the VP and Senior Director of Operations, you will design and implement operational frameworks and processes that optimize efficiency and drive revenue growth. Through collaboration with cross-functional teams, you will foster alignment, lead program management efforts, and champion improvements in retail operations, data instrumentation, and customer sentiment. If you are a strategic leader with a passion for operational excellence and impactful innovation, this is your opportunity to make a lasting difference.

In this role, you will: 

Program Management: Lead the operationalization of key business initiatives by translating strategic goals from each of the Expedia Group brands (including Hotels.com, Vrbo, Expedia.com) into actionable plans.  Lead cross functional and cross brand teams and oversee the implementation of new business initiatives.  Define project and program management best practices, artifacts, and ceremonies for the Traveler org.

Retail operations and promotions:  Develop and Lead the implementation of cross-functional and multi brand retail sales and promotions including offer development, calendarization,  funding approvals, merchandising, supply, legal, customer care, etc. Define roles and decision rights, document processes, and facilitate ceremonies and progress/performance readouts. 

Consolidated program reporting: Support VP of Traveler Operations in consolidating progress gaps, roadblocks, and metrics across all initiatives 

Traveler Satisfaction: Work with internal and external partners to expand and develop our ability to track and benchmark customer sentiment across all brands and drive insights and opportunities for improvement across the cross functional organization and across all brands 

Data Instrumentation and Tooling:  Work with cross functional stakeholders in Product and Technology to improve the quality, reliability, and capabilities of data products required to support Traveler business.  Includes defining top priority initiatives, ensuring alignment on data definitions and key metrics,  and representing all brands to ensure that all data products created meet the needs of the business. 

  

Experience and Qualifications: 

Education: Bachelor’s degree in Business Administration. MBA or advanced degree preferred. 

Minimum of 10 years of experience in operational or program management roles or experience consulting for business with complex multi-functional dependencies 

Experience in ecommerce, marketplace travel or hospitality industry is desirable 

Proven experience in building and scaling organizations, with a strong ability to establish operational frameworks from the ground up. 

Demonstrated expertise in developing and implementing processes that drive efficiency and support strategic objectives. 

Strong program management skills, with a track record of successfully managing and advancing programs to achieve desired outcomes. 

Excellent leadership and coordination abilities, capable of aligning cross-functional teams towards shared goals. 

Strategic thinker with a focus on operational excellence and continuous improvement. 

Excellent analytical and problem-solving skills 

Strong communication and interpersonal skills 

Ability to work collaboratively across departments and with senior leadership 

Evidence of driving sales growth and operational efficiency in travel sector would be preferred/desirable  

Experience managing promotional calendars and executing travel-related marketing campaigns would be preferred

Proven ability to enhance customer satisfaction and manage NPS metrics is desired 

Experience in operationalizing business initiatives and managing cross functional projects in a consumer facing industry; travel preferred. 

The total cash range for this position in Seattle is $197,000.00 to $275,500.00. Employees in this role have the potential to increase their pay up to $315,000.00, 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 factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Accommodation requests

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.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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.