Director, Strategy and Service Insights, Service Intelligence

Expedia Group•Seattle, WA

12d•$207,500 - $332,000

About The Position

Expedia Group is hiring a Director, Strategy and Service Insights for its Service Intelligence team. The team addresses strategic questions in Traveler and Partner Service, including where to invest, why an experience is failing, and what to change first. It is a small, high-impact team whose work informs senior leaders’ decisions. The Director provides problem-solving leadership, selecting important questions, structuring the work, ensuring analytical rigor, and delivering clear recommendations to decision-makers. The role does not require prior expertise in service operations, but does require the ability to learn topics quickly, ask incisive questions, and distinguish strong analysis from weak analysis. The Director leads managers and senior managers running workstreams, and also contributes directly at the beginning of projects when questions are unclear and when executive storylines are being developed. The role follows recommendations through to decisions and implementation, then checks whether the actions made a difference. It also develops team members through coaching and specific feedback on problem structuring, analysis, writing, and presentations.

Requirements

MBA or a quantitative graduate degree.
At least 10 years of experience in management consulting, corporate strategy, business operations, or a similar problem-solving role.
At least 4 years leading teams through problem-solving work from scoping through recommendation.
Experience leading a team of at least four people, including experienced team members with their own subject expertise, and coaching them on their work.
A demonstrated record of turning an unclear question into a recommendation adopted by leaders, with the ability to explain the recommendation, supporting evidence, and resulting change.
Ability to build, read, and challenge analyses or models independently.
Comfort working with Excel, SQL outputs, dashboards, and data teams.
Clear writing and speaking skills, including concise, answer-first communication.
Experience presenting to VP-level or more senior audiences.

Nice To Haves

Experience leading managers who have their own direct reports.
Experience improving an existing team’s problem-solving or communication skills.
Experience in customer service, operations, travel, or marketplaces.
Experience with Looker, Tableau, or Python.

Responsibilities

Partner with service leaders to identify high-priority questions and define clear problem statements, impacts, and deliverables.
Break questions into hypotheses and analyses; create workplans and assign work across the team.
Closely review team analysis, checking logic, data, and assumptions, and request revisions when the work does not hold up.
Lead managers and senior managers who own workstreams; set expectations, monitor progress, and provide support where needed.
Develop executive storylines, edit presentation materials, and present and defend recommendations to VPs and senior leaders.
Follow recommendations through to leadership decisions and action by the owning teams, then assess whether the actions made a difference.
Coach team members on problem structuring, analysis, writing, and presenting through real work and specific feedback.
Contribute directly to project work, particularly during initial problem framing and development of the executive storyline.