Sr Director. Agent Tools Product & Technology

Expedia•Seattle, WA

13h

About The Position

Expedia Group is hiring a senior leader to lead the Agent Tools organization within the Traveler & Partner Service Platform. The organization builds systems customer service agents use to support travelers, partners, and B2B customers, including the agent desktop, case management, routing, and knowledge tools. The role will guide the platform’s evolution toward an AI-first, human-supported service model. The role defines and delivers a multi-year product and technology roadmap across Retail, Vrbo, B2B, and financial-institution partner channels. It leads the Salesforce Service Cloud agent desktop build-out and migration from legacy platforms, advances AI-assisted service capabilities, and aligns product and technology investments with measurable business outcomes. The Sr Director also builds and leads a distributed product and engineering organization, develops leaders and team capability, and champions Expedia Group’s Leadership Agreements: Grow, Own, Include. Expedia Group describes itself as a global travel company connecting travelers, partners, and advertisers through consumer brands, a B2B network, and a travel advertising business. Its Product and Technology teams work together to create end-to-end experiences and a technology platform powered by data and machine learning.

Requirements

10+ years of product and/or technology leadership experience.
At least 3 years leading product and engineering teams that build customer service, CRM, or platform capabilities at scale.
Experience with Salesforce Service Cloud or comparable agent desktop and CRM platforms, including modernization or migration from legacy technology.
Experience delivering service automation through product, technology, and AI, including large-scale agent tooling or self-service capabilities.
Experience leading in a medium-to-large, highly matrixed organization and aligning senior Product, Technology, and Operations stakeholders around shared outcomes.
Proficient communication, stakeholder engagement, operational measurement, and people leadership skills.

Nice To Haves

Experience in travel, retail, technology, or another consumer-focused industry.
Familiarity with AI/ML applications in customer service and modern service-platform architectures.
Experience managing metrics such as CSAT/NPS, productivity, cost per contact, contact propensity, or self-service rate.
Experience building diverse, distributed teams across multiple locations.

Responsibilities

Define and deliver the multi-year product and technology roadmap for Agent Tools across Retail, Vrbo, B2B, and financial-institution partner channels.
Lead the Salesforce Service Cloud agent desktop build-out and migration from legacy platforms, sequencing investment and managing delivery risk through cutover.
Advance AI-assisted resolution capabilities, including agent assist, smart routing, and knowledge surfacing, to improve service quality, first-contact resolution, and efficiency.
Partner with Service Platform, AI for Travelers, Operational Excellence, and Traveler, Partner, and B2B Operations leaders to translate frontline insights into product priorities.
Build business cases and prioritize tooling investments against measurable outcomes, including adoption, reliability, handle time, cases per agent, self-service rate, contact propensity, and cost per contact.
Build and lead a distributed product and engineering organization, developing leaders, strengthening team capability, and supporting succession planning.
Champion Expedia Group’s Leadership Agreements—Grow, Own, Include—through decisions, communication, and talent practices.
Foster a culture of continuous improvement, experimentation, measurement, and iteration.