Senior Director, AI-Driven Agent Tools

Expedia

Washington

On-site

USD 296,000 - 415,000

Full time

3 days ago

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Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Employee Assistance Program

Job summary

Expedia Group is seeking a seasoned Product Leader to guide the Agent Tools platform within Traveler & Partner Service Platform. You will own multi-year roadmaps, partner with AI and operations teams, and drive measurable outcomes across CRM, automation, and agent tooling at scale.

You will build and lead distributed product and engineering teams, foster a learning culture, and champion leadership agreements to grow talent and reliability across Expedia Group's customer service ecosystem.

Qualifications

10+ years of product and/or technology leadership experience.
Experience leading product and engineering teams that build customer service or CRM capabilities at scale.
Experience with Salesforce Service Cloud or comparable CRM platforms, including modernization or migration.

Responsibilities

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