Director, Strategy and Service Insights, Service Intelligence

11105 Expedia, Inc.; United States; Vor Ort; USD 208.000 - 291.000; Vollzeit

Benefits dieser Stelle

Medical, dental, and vision coverage

Paid time off

Employee Assistance Program

Wellness and travel reimbursement

Travel discounts

IATAN membership

Zusammenfassung

Expedia Group is seeking a Director of Strategy and Service Insights, Service Intelligence, to tackle the toughest questions about traveler and partner service. You will lead a small, high-impact team, set the problem framing, and deliver clear recommendations to senior leaders.

You will coach managers across workstreams, shape executive narratives, and ensure rigorous analysis from scoping to decision. Seattle-based, full-time, with strong emphasis on data-driven storytelling.

Qualifikationen

• MBA or quantitative graduate degree with 10+ years in strategy, management consulting, or related roles.
• Proven leadership: 4+ years leading teams through scoping to recommendations.
• Experience coaching and developing a team of four+, including senior contributors.
• Track record turning unclear questions into actionable recommendations.
• Ability to build/read/challenge analyses and models.
• Comfort with Excel, SQL outputs, dashboards, and data teams.
• Clear writing and presentation skills for VP-level audiences.

Aufgaben

• Frame the questions with service leaders and define impact and deliverables.
• Structure work with hypotheses and analyses; create a workplan and assign to teams.
• Review analyses for logic, data quality, and assumptions; provide feedback.
• Lead managers and senior managers across multiple workstreams.
• Shape and present executive storyline; defend recommendations to leaders.
• Drive decisions and monitor impact of implemented actions.
• Develop people by coaching problem-solving, analysis, and communication.

Kenntnisse

Problem solving

Critical thinking

Business acumen

Communication

Coaching

Influencing

Ausbildung

MBA or quantitative graduate degree

Tools

Excel

SQL

Tableau

Looker

Python

Jobbeschreibung

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, Strategy and Service Insights, Service Intelligence

Our team works on the hardest questions in Traveler and Partner Service: where to invest, why an experience is breaking, and what to change first. We are a small but high impact team, and our results go to senior leaders who make decisions critical decisions based on our insights. The managers and senior managers on the team know our business well. Many started in service roles and are now experts in how it runs.

As Director, you add the problem‑solving leadership: choosing the right questions, structuring them, holding a high bar on the analysis, and getting a clear recommendation in front of the people who decide. You do not need to be an expert in service operations. You do need to be able to learn a topic quickly, ask the questions an expert would not think to ask, and tell good analysis from weak.

In this role, you will:

• Frame the questions. Work with service leaders to pick the questions that matter most. Write each one as a clear problem statement with clear sense of impact and deliverables.
• Structure the work. Break each question into hypotheses and the analyses that would test them. Write the workplan and assign it across your team.
• Review the analysis. Read the team's work closely. Check the logic, the data and the assumptions, and send it back when it does not hold up.
• Lead the team. Lead managers and senior managers who each run their own workstreams. Set expectations, check progress, and step in where a workstream needs help.
• Write and present. Shape the storyline for each executive review and edit the pages yourself when needed. Present recommendations to VPs and senior leaders and defend the thinking behind them.
• Get to a decision. Stay with each recommendation until leaders decide and the owning team acts. Check afterward whether it made a difference.
• Develop people. Coach the team on structuring problems, analysis, writing and presenting, using real work and specific feedback. You will also work on some problems directly, mostly at the start of a project when the question is least clear, and again when the executive storyline is taking shape.

Experience & Qualifications

• MBA or Quantitative graduate degree and 10+ years of experience in management consulting, corporate strategy, business operations or a similar problem‑solving role.
• 4+ years leading teams through problem‑solving work from scoping to recommendation, for example as a consulting engagement manager or as the head of a strategy or business operations team.
• Experience leading a team of at least four people, including experienced people with their own subject expertise, and coaching them on their work.
• A record of turning an unclear question into a recommendation that leaders adopted. You can describe what you recommended, the evidence, and what changed.
• The ability to build, read and challenge an analysis or model yourself.
• You are comfortable working with Excel, SQL outputs, dashboards and data teams.
• Clear writing and speaking. You put the answer first, keep it short, and have presented to VP-level or more senior audiences.

Preferred qualifications

• Experience leading managers who have their own direct reports.
• Experience raising the problem‑solving or communication skills of an existing team.
• Experience in customer service, operations, travel or marketplaces.
• Experience with Looker, Tableau or Python.

Functional skills

• Problem solving
• Critical thinking
• Business acumen
• Communication
• Coaching
• Influencing

#LI-MC1

The total cash range for this position in Seattle is $207,500.00 to $290,500.00. Employees in this role have the potential to increase their pay up to $332,000.00, 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.

Benefits and perks

• Medical, dental, and vision coverage
• Paid time off
• Employee Assistance Program
• Wellness and travel reimbursement
• Travel discounts
• International Airlines Travel Agent Network (IATAN) membership

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.

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.

Expedia Group, Inc. (NASDAQ: EXPE) is the global travel marketplace with one purpose: to help travelers explore the world, one journey at a time. Expedia Group connects travelers, partners, and advertisers through its trusted brands, leading technology, and rich first-party data, delivering predictive, personalized experiences that shape the future of travel.