AI Operations Lead: Build Traveler AI Tools

Expedia; Washington; On-site; USD 150,000 - 210,000; Full time

Job summary

Expedia Group is seeking a seasoned professional to lead AI Operations within Traveler and Marketplace Operations. You will shape the path for AI-assisted customer service tooling, define guardrails, and partner with Product & Technology to ensure reliable, scalable solutions that impact traveler experiences.

Join a cross-functional team responsible for turning AI-powered insights into practical tools for operations, while maintaining rigorous governance and measurable impact across the business.

Qualifications

• Bachelor's degree in business, analytics, computer science, or related field; or equivalent professional experience.
• 5+ years of experience in contact center or service operations, business operations, or similar role with ability to contextualize data.
• Hands-on ability to build: write own database queries and read/modify Python.
• Track record of turning ideas into working prototypes with measurable impact.
• Experience defining measurement with success metrics, guardrails, and instrumentation.
• Excellent qualitative and quantitative analytical skills and clear, concise communication.

Responsibilities

• Build and ship tools end to end, including AI-powered analysis and data pipelines.
• Prototype using large language model APIs and AI development tools.
• Translate open-ended operational problems into clearly scoped work with data sources and safeguards.
• Represent operations in cross-functional AI programs and define requirements and guardrails.
• Produce analyses and recommendations for senior leaders with risk/opportunity insight.
• Own operating rhythm: agendas, decisions, follow-ups across platform, data, and security teams.
• Guide and review work of partner-based AI builders for quality and safe use of AI development.
• Help operations teams adopt tools and build trust to scale prototype into day-to-day work.

Skills

Python

SQL

Data analysis

Communication

Education

Bachelor's degree or equivalent

Tools

Language model APIs

AI development tools

Job description

Expedia Group is seeking a seasoned professional to lead AI Operations within Traveler and Marketplace Operations. You will shape the path for AI-assisted customer service tooling, define guardrails, and partner with Product & Technology to ensure reliable, scalable solutions that impact traveler experiences.

Join a cross-functional team responsible for turning AI-powered insights into practical tools for operations, while maintaining rigorous governance and measurable impact across the business.