Senior Director, Agent Tools & AI-Driven Platform

11105 Expedia, Inc.

Seattle (WA)

On-site

USD 296,000 - 415,000

Full time

5 days ago

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Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Employee Assistance Program

Wellness & travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a transformative product leader to head the Agent Tools organization within Traveler & Partner Service Platform in Seattle. You will guide the multi-year product and technology roadmap for agent tooling used by travelers, partners, and B2B customers.

You will oversee the Salesforce Service Cloud desktop expansion, drive AI-assisted resolution capabilities, and collaborate with leaders across service, AI, and operations to translate frontline insights into priorities.

Qualifications

10+ years of product and/or technology leadership experience.
Experience with Salesforce Service Cloud or similar CRM platforms.
Experience delivering service automation through product, technology and AI.
Experience leading in a large, matrixed organization.

Responsibilities

Define and deliver the multi-year product and technology roadmap for Agent Tools across channels.
Lead Salesforce Service Cloud desktop build-out and migrations from legacy platforms.
Advance AI-assisted resolution capabilities to improve service quality and efficiency.
Partner with multiple leaders to translate frontline insights into product priorities.
Build business cases and prioritize tooling investments against measurable outcomes.
Build and lead a distributed product and engineering organization.