Senior Director, AI-Driven Agent Tools & Service Platform
Expedia Group
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Avantages offerts par ce poste
Résumé du poste
Expedia Group is seeking a seasoned product and technology leader to drive Agent Tools across multiple channels from its Seattle headquarters. You will shape the roadmap, oversee CRM tooling migrations, and champion AI-powered service enhancements to improve agent efficiency and travel experiences.
The role requires 10+ years in product/tech leadership, experience with CRM platforms like Salesforce Service Cloud, and a track record of leading large, matrixed organizations.
Qualifications
- 10+ years leading product and technology teams focused on customer service, CRM, or platform capabilities.
- Experience with Salesforce Service Cloud or similar CRM platforms, modernization or migration.
- Proven ability to drive impact through data, AI, and cross-functional leadership.
Responsabilités
- Define and deliver multi-year product and tech roadmap for Agent Tools across Retail, Vrbo, B2B, and partner channels.
- Lead the desktop, migration, and AI-enhanced service tooling initiatives to improve first-contact resolution and efficiency.
- Partner with platform, AI, and operations leaders to translate insights into priorities and measurable outcomes.
- Build and lead a distributed product and engineering organization and nurture leadership talent.
Connaissances
Description du poste
Expedia Group is seeking a seasoned product and technology leader to drive Agent Tools across multiple channels from its Seattle headquarters. You will shape the roadmap, oversee CRM tooling migrations, and champion AI-powered service enhancements to improve agent efficiency and travel experiences.
The role requires 10+ years in product/tech leadership, experience with CRM platforms like Salesforce Service Cloud, and a track record of leading large, matrixed organizations.
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