Senior Director, AI-Driven Agent Tools & Platform
Expedia, Inc.
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Benefits offered by this job
Job summary
Expedia Group is seeking a Sr Director to own the Agent Tools Product & Technology. You will lead the multi-year roadmap for agent tools across Retail, Vrbo, B2B, and financial partners, plus drive modernization of the Salesforce Service Cloud desktop and AI-enabled service capabilities.
The role requires 10+ years in product/tech leadership, strong stakeholder management, and a track record of building capable distributed teams in a matrixed environment.
Qualifications
- 10+ years of product and/or technology leadership experience.
- Experience with Salesforce Service Cloud or similar CRM platforms.
- Proven ability to deliver service automation using AI and tooling.
- Experience leading in a large, matrixed organization with cross-functional stakeholders.
- Strong communication, stakeholder engagement, and people leadership.
Responsibilities
- Define and deliver the multi-year product and technology roadmap for Agent Tools across channels.
- Lead the Salesforce Service Cloud desktop build-out and migration from legacy platforms.
- Advance AI-assisted resolution capabilities, including agent assist and smart routing.
- Partner with leaders to translate frontline insights into product priorities.
- Build and lead a distributed product and engineering organization.
- Champion leadership agreements and foster a culture of continuous improvement.
Skills
Tools
Job description
Expedia Group is seeking a Sr Director to own the Agent Tools Product & Technology. You will lead the multi-year roadmap for agent tools across Retail, Vrbo, B2B, and financial partners, plus drive modernization of the Salesforce Service Cloud desktop and AI-enabled service capabilities.
The role requires 10+ years in product/tech leadership, strong stakeholder management, and a track record of building capable distributed teams in a matrixed environment.
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