Director, Global Workforce Management & Optimization

Traveltechessentialist; Washington; On-site; USD 190,000 - 304,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Employee Assistance Program

Wellness and travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group seeks a Director, Workforce Management to lead a large, globally distributed customer operations network, shaping capabilities, rhythms, and workforce solutions.

You will partner with Operations, BPO, Finance, Technology, and Product to drive productivity, agility, and resilience across geographies and channels. Data, automation, and leadership development are central to success.

Qualifications

• 10+ years in workforce management with a bachelor’s degree, or 8+ years with a master’s.
• Bachelor’s in business, operations, analytics, or related field; or equivalent experience.
• 10+ years managing people leaders across geographically distributed teams.
• Deep experience in WFM, contact center ops, capacity planning across multiple regions/channels.
• Proficient in MS Office; experience with WFM platforms such as Amazon Connect, NICE inContact, Genesys, or Aspect.
• Experience with contact center telephony, Salesforce, and Jira; data-driven decision making.
• Strong communication skills to influence senior stakeholders and drive change.

Responsibilities

• Lead a global workforce management org with clear expectations and rhythms across regions.
• Oversee capacity planning, real-time management, resource management, and optimization.
• Lead transformation from strategy through execution, including operating model design and tech migrations.
• Build measurable approaches to improve resource utilization, service levels, and resilience.
• Develop managers and leadership depth, strengthen accountability, and build succession plans.
• Advise senior stakeholders and secure resources to deliver meaningful results.

Skills

Leadership

Workforce management

Capacity planning

Data-driven decisions

Stakeholder management

Excel & PowerPoint

Education

Bachelor's degree

Master's degree

Tools

Amazon Connect

NICE inContact

Genesys

Aspect

Salesforce

Jira

Job description

Expedia Group seeks a Director, Workforce Management to lead a large, globally distributed customer operations network, shaping capabilities, rhythms, and workforce solutions.

You will partner with Operations, BPO, Finance, Technology, and Product to drive productivity, agility, and resilience across geographies and channels. Data, automation, and leadership development are central to success.