Job Description

Director of Product, Agent Experiences

Are you a highly innovative and influential leader who wants to lead Product for Expedia Groups customer service agent experiences? As the Senior Product Leader, you will be responsible for the end to end experience, tools, skills, and capabilities that our network of global agents use to assist Travelers each and every day. At Expedia Group we are creating a set of tools and insights to assist Expedia and our partners agents. We are seeking a Director of Product to lead our Agent Experience product team, setting the strategy for how we create a great agent experience with optimal efficiency.

You are a creative, passionate leader who will define and drive the product strategy while balancing competing priorities inherent in building scalable platform architecture. You have years of experience delivering solutions in a fast-paced environment. Your ability to build and manage relationships with partners is celebrated, and you communicate effectively with everyone. You bridge the technical and the commercial worlds as you design experiences that our customers, partners, and agents love. You have a bias toward action and can break down complex problems into steps that drive product development and learning at high speed. You are passionate about working with different businesses as we solve their specific challenges while putting customers first.

What you'll do:

* Lead a team of smart, talented product managers to deliver on the agent experience to effectively facilitate all types of customer conversations

* Find opportunities to improve our set of internal tools and drive strategic vision for how best to optimize our agent experience and efficiency

* Assess competitive toolsets and deliver an agent experience that can standalone in the travel service marketplace

* Create strong relationships with our agent service teams and partners

* Partner closely with Engineering and User Experience teams to deliver scalable platform products that save both agents and customers time and deliver partner value

* Understand and evaluate internal and external partner needs, and develop a clear framework to determine prioritization

* Define a set of success metrics to measure agent efficiency, customer satisfaction, and business impact and be able to utilize them in decision-making

* Use excellent judgment in prioritizing between focusing on existing versus new customers, and between features, architectural improvements, and operational excellence

* Lead the organization through change, evolution, and growth. The right leader will evolve and scale the organization along with the business

Who you are:

* Bachelors degree in business, engineering, or equivalent related professional experience with a technology focus

* Masters in business administration, engineering, or equivalent related professional experience desired

* 10+ years product management experience, spanning experience and platform

* 5+ years experience managing others

* Demonstrated experience to structure and analyze ambiguous and complex technology and business problems

* Self-starter with a bias for action and solving problems

* Strong customer focus with experience crafting visions and solutions with a team

* Inspiring leader, influencing strategy and design decisions across a large, broad organization

* Familiarity with service and help software such as Zendesk, Salesforce, LivePerson, or Amazon Connect is a plus

* Inspiring and accessible as a leader

* Create an environment where people can realize their full potential

* Inspire peripheral relationships across Expedia Group

* Passionate about engaging and developing talent; attract, develop, engage and retain hardworking individuals with a compelling, unifying vision that steers and motivates

Why join us:

Expedia Group recognizes our success is dependent on the success of our people. We are a global travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and bring the world within reach that responsibility inspires us to be the place where exceptional people want to do their best work and to provide them the tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Egencia, trivago, Vrbo, Orbitz, Travelocity, Wotif, ebookers, CheapTickets, Hotwire, Expedia Media Solutions, CarRentals.com, Expedia Local Expert, Expedia Cruises and SilverRail Technologies, Inc. For more information, visit www.expediagroup.com.

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Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.