Global Workforce Optimization Director

Expedia, Inc.; Austin, Northern (TX, KY); Hybrid; USD 190,000 - 266,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Employee Assistance Program

Wellness program

Travel discounts

Job summary

Expedia Group is seeking a Director of Workforce Management to lead a large, globally distributed team and shape the capabilities, rhythms, and solutions that support multi-region operations. You will partner with Operations, Finance, Technology, and other senior stakeholders to improve productivity, service levels, and resilience across geographies and channels.

You will direct capacity planning, real-time management, and technology enablement while transforming operating models and ensuring

Qualifications

• 10+ years of relevant experience with a bachelor’s degree or 8+ years with a master’s degree.
• Experience leading a distributed workforce management organization across regions or sites.
• Deep experience in workforce management, contact center operations, and capacity planning.

Responsibilities

• Lead a large, global workforce management organization with clear expectations and performance standards.
• Oversee capacity planning, real-time management, resource management, and optimization.
• Drive transformation from strategy to execution including operating model design and technology enablement.
• Build measurable approaches to improve productivity, service levels, and resilience.
• Coach leaders, develop talent, and strengthen leadership depth.
• Advise senior stakeholders and secure resources for meaningful results.

Skills

Workforce management

Capacity planning

Leadership

Data analysis

Cross-functional collaboration

Resource optimization

Education

Bachelor’s in business/operations/analytics

Master’s degree

Tools

Salesforce

Jira

NICE inContact

Genesys

Aspect

Excel

PowerPoint

Job description

Expedia Group is seeking a Director of Workforce Management to lead a large, globally distributed team and shape the capabilities, rhythms, and solutions that support multi-region operations. You will partner with Operations, Finance, Technology, and other senior stakeholders to improve productivity, service levels, and resilience across geographies and channels.

You will direct capacity planning, real-time management, and technology enablement while transforming operating models and ensuring