AI Operations Manager - AI Builder

Expedia Group•Seattle, WA

2d•$104,000 - $166,500•Hybrid

About The Position

Expedia Group’s AI Operations team shapes how AI is used in Traveler and Marketplace Operations, in partnership with Product and Technology. The team defines quality standards for AI-handled traveler contacts, designs handoffs between automated systems and people, and builds operational tools to help leaders understand service quality and traveler experience. Its tools include production systems that assess quality risk across more than 580,000 properties and identify approximately 100 traveler-experience breakdowns per day from conversations and cases. This broad, cross-functional role combines hands-on tool building with operational leadership. The AI Operations Manager may build and ship tools, represent Operations in leadership and cross-functional forums, and write briefs that help workstreams move forward. The role is suited to someone who can work toward goals with autonomy amid changing priorities. The position is based in Seattle and follows a flexible work model requiring employees to work in the office at least three days a week. The total cash range is $104,000 to $145,500, with the potential to increase pay up to $166,500 based on ongoing, demonstrated, and sustained performance. Starting pay varies according to factors including location, budget, knowledge, skills, and experience.

Requirements

Bachelor’s degree in business, analytics, computer science, or a related field, or equivalent related professional experience.
At least 5 years of experience in contact center or service operations, business operations, or a comparable strategic, analytical, and operational role.
Ability to write database queries and read, modify, and review Python code sufficiently to understand what is being shipped; professional software developer experience is not required.
Track record of taking ideas from concept through working prototype to adoption, with clear operational or business impact.
Experience defining how to measure success, including metrics, guardrails, and instrumentation.
Strong qualitative and quantitative analytical skills and communication skills sufficient to synthesize complex details into precise, accessible insights for senior audiences.
Ability to prioritize and manage multiple workstreams, build relationships, and influence cross-functionally without relying on authority.
Self-directed, outcome-oriented approach; ability to work collaboratively and autonomously, stay organized as priorities shift, and complete hands-on work.
Experience building with generative AI, including retrieval-based systems, prompt and context design, agent workflows, or model evaluation.
Collaborative working style, including listening to concerns, adapting communication to the audience, and helping colleagues become better informed.
Familiarity with large enterprise data platforms, including obtaining access, understanding schemas, and troubleshooting data issues.

Nice To Haves

Experience supervising AI-assisted development, including reviewing generated code and judging when to trust or verify it.
Experience leading projects with technical and business contributors and leading operational change or enablement programs, formally or informally.
Background in analytics, data science, or software development, including experience primarily gained in an operations role.
Experience with conversational or voice AI, agent-assistance tools, or automated quality monitoring in a service environment.
Familiarity with enterprise deployment and delivery platforms.

Responsibilities

Build and ship end-to-end tools, including applications, AI-powered analysis, and data pipelines, to provide operations leaders with a comprehensive view of quality and traveler experience.
Prototype using large language model APIs, AI-assisted development tools, and internal data platforms to demonstrate value before larger engineering investments.
Turn open-ended operational problems into scoped work with defined data sources, safeguards, and success criteria.
Represent Operations in cross-functional AI programs and translate agent and traveler experiences into requirements, guardrails, and accuracy measures.
Produce analysis and recommendations for senior leaders, surface risks and opportunities, and advise on feasibility, effort, and sequencing.
Own the operating rhythm for the work by preparing agendas, facilitating discussions, documenting decisions and actions, and following issues through to closure across platform, data, and security teams.
Guide and review the work of partner-based AI builders, setting standards for quality, testing, and safe use of AI-assisted development.
Help operations teams adopt tools by building trust and fluency and supporting their integration into day-to-day work.