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About the Role

The Director, Workforce Management leads the strategy and execution for a large, globally distributed customer operations network to deliver exceptional experiences. As a leader of leaders, this role shapes capabilities, operating rhythms, and workforce solutions for complex, multi-region operations, partnering with global operations, BPOs, Finance, Technology, and Product teams. The goal is to improve productivity, agility, service levels, and operational resilience through data, automation, and strong leadership.

Responsibilities

Lead a large, global workforce management organization, setting clear expectations, operating rhythms, and performance standards across regions.
Oversee capacity planning, real-time management, resource management, workforce optimization, and supporting technology in alignment with customer demand and business priorities.
Lead transformation from strategy through execution, including operating model design, technical migrations, process redesign, technology enablement, readiness, adoption, and benefits realization.
Build measurable approaches to improve resource utilization, productivity, service levels, quality, and operational resilience through reporting, automation, and continuous improvement.
Develop managers and organizational depth by coaching leaders, strengthening accountability, supporting career development, and building a strong leadership pipeline.
Advise senior stakeholders through critical business changes, remove barriers to progress, and secure the resources and support needed to deliver meaningful results.

Requirements

10+ years of relevant experience with a bachelor’s degree, or 8+ years of relevant experience with a master’s degree.
Bachelor’s degree in business, operations, analytics, or a related technical field; or equivalent related professional experience.
10+ years of experience managing people leaders and developing high-performing, geographically distributed teams.
Deep experience in workforce management, contact center operations, capacity planning, and workforce optimization across multiple regions, channels, or delivery sites.
Proficiency in Microsoft Office, particularly Excel and PowerPoint.
Experience with workforce optimization platforms such as Amazon Connect, NICE inContact, Genesys, or Aspect.
Working expertise with contact center telephony platforms and case management platforms such as Salesforce and Jira.
Use data and technology to guide operational decisions.
Communicate complex operational and technical concepts clearly.
Build trusted relationships with senior stakeholders.
Create meaningful change through collaboration.

Skills

Workforce Management
Contact Center Operations
Capacity Planning
Workforce Optimization
Microsoft Office (Excel, PowerPoint)
Amazon Connect
NICE inContact
Genesys
Aspect
Contact Center Telephony Platforms
Salesforce
Jira
Data Analysis
Technology Implementation
Leadership
Stakeholder Management
Collaboration

Location

Seattle
Austin

Work Type

Global
Hybrid

Experience Level

10+ years of relevant experience
8+ years of relevant experience
10+ years of experience managing people leaders

Education Level

Bachelor's degree in business, operations, analytics, or a related technical field
Master's degree

Salary/Compensations

$190,000.00 - $266,000.00
Potential to increase pay up to $304,000.00 based on performance

Benefits

Medical coverage
Dental coverage
Vision coverage
Paid time off
Employee Assistance Program
Wellness reimbursement
Travel reimbursement
Travel discounts
International Airlines Travel Agent Network (IATAN) membership

About the Company

Expedia Group helps travelers explore the world, one journey at a time.
A global travel company powered by passionate people, trusted partnerships, and leading technology.
Connects travelers, partners, and advertisers through consumer brands, B2B network, and travel advertising business.
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings.
Helps travelers explore the world with confidence and ease.

Equal Opportunity

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, veteran status, or any other characteristic protected by law.
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.