Director, Strategy and Service Insights, Service Intelligence

Expedia•Seattle, WA

11d•$207,500 - $290,500

About The Position

Expedia Group is seeking a Director, Strategy and Service Insights for its Service Intelligence team. This small, high-impact team tackles strategic questions in Traveler and Partner Service, including where to invest, why an experience is breaking, and what should change first. Its insights inform decisions made by senior leaders. The Director provides problem-solving leadership, selecting important questions, structuring the analysis, ensuring its quality, and presenting clear recommendations to decision-makers. Deep service-operations expertise is not required, but the Director must learn topics quickly, ask incisive questions, and distinguish strong analysis from weak analysis. The Director works with service leaders to define important questions as clear problem statements, including their impact and deliverables. They break problems into hypotheses and analyses, develop workplans, and assign work across the team. They closely review logic, data, and assumptions; lead managers and senior managers running workstreams; set expectations and monitor progress; and provide support where needed. The Director shapes executive-review storylines, edits presentation materials, presents and defends recommendations to VPs and senior leaders, and follows recommendations through to decisions and action, checking their impact afterward. They also coach team members in problem structuring, analysis, writing, and presenting, using real work and specific feedback. The Director contributes directly to projects, especially when questions are initially unclear and when executive narratives are being developed. The role requires an MBA or quantitative graduate degree and substantial experience in management consulting, corporate strategy, business operations, or a similar problem-solving role. Candidates should have a record of leading teams through problem-solving from scoping to recommendation, managing a team of at least four people, developing team members, and producing recommendations adopted by leaders. The role also calls for analytical capability, comfort with Excel, SQL outputs, dashboards, and data teams, and concise communication with VP-level or more senior audiences. Preferred experience includes leading managers with direct reports, improving an existing team's problem-solving or communication skills, and work in customer service, operations, travel, or marketplaces; familiarity with Looker, Tableau, or Python is also preferred. The total cash range for this position in Seattle is $207,500 to $290,500, with potential to increase pay up to $332,000 based on ongoing, demonstrated, and sustained performance. Starting pay varies based on factors including location, budget, and the candidate's knowledge, skills, and experience; ranges may change. Expedia Group offers medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and IATAN membership.

Requirements

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

Nice To Haves

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

Responsibilities

Partner with service leaders to select important questions and define clear problem statements, impact, and deliverables.
Break questions into hypotheses and analyses, create workplans, and assign work across the team.
Review analyses for sound logic, data, and assumptions, and request revisions when they do not meet the required standard.
Lead managers and senior managers who run workstreams; set expectations, monitor progress, and support workstreams as needed.
Develop executive-review storylines, edit presentation materials, and present and defend recommendations to VPs and senior leaders.
Follow recommendations through to decisions and action, then assess whether they made a difference.
Coach team members in problem structuring, analysis, writing, and presenting through real work and specific feedback.
Work directly on projects, particularly when the question is unclear at the outset and when the executive storyline is taking shape.