PowerToFly
Position: Director, AI Operations – Full Time, Permanent
Company: Expedia Group
Location: Seattle, Washington, United States
Salary: $190,000.00 – $266,000.00 (potential up to $304,000.00 based on performance)
Closing Date: 8 Jan 2026
Overview The Director, AI Operations will enable the transformation of global traveler servicing operations by embedding AI-driven intelligence, automation, and advanced analytics into every layer of the operating model. You will shape and execute a vision for next-generation servicing, partnering across Product, Technology, and Operations to translate business priorities into actionable AI initiatives that enhance customer experience, improve efficiency, and reduce cost-to-serve.
Responsibilities AI Transformation Strategy
Define and execute a multi-year roadmap to shift the contact center from legacy systems and manual workflows to Agentic and AI-enabled, human-in-the-loop operations
Identify and prioritize AI enabled use cases across agent experience
Represent operational priorities while partnering with product and engineering teams to influence AI platform and tooling decisions aligned to operational outcomes.
Define and implement a holistic scorecard to measure progress towards the operations AI transformation
Constantly researches industry best practices and benchmarks for AI solutions
Cross-Functional Delivery
Actively participate in the design, drive delivery of AI initiatives in partnership with Product, Engineering, Operations, ensuring readiness for scale.
Establish governance and success metrics for pilots and rollouts, balancing innovation with risk/compliance management.
Coordinate across multiple stakeholder groups (WFM, QA, Learning, Vendor Management) to operationalize new tools and processes.
Customer Experience Alignment
Champion customer‑centric design by ensuring AI solutions enhance‑not hinder‑the traveler and human agent experience.
Monitor and mitigate bias in AI-driven decisions to maintain fairness and inclusivity across global markets.
Integrate Voice of Customer feedback loops into AI roadmap to continuously improve service quality.
Change Management & Enablement
Design the operational roles and processes needed to “operate” new AI service models; including defining clear thresholds for human‑in‑the‑loop engagement
Develop needed upskilling path for operational leaders and frontline teams on AI literacy and data‑driven decision‑making.
Lead organizational readiness efforts including training, communications, and playbook redesign to ensure adoption and trust in AI solutions.
Build internal champions and help shift the culture from reactive support to predictive and proactive service.
Partner with operational support teams to evolve metrics, workflows, and coaching aligned with AI‑enabled performance.
Measurement & Continuous Improvement
Establish dashboards to monitor adoption, business impact, and ROI of AI initiatives.
Regularly report progress to Operations and Executive leadership, highlighting both wins and learning loops.
Create feedback channels between operations and product teams to continuously refine model performance and usability.
Experience & Qualifications
10+ years in operations, transformation, or strategy roles with measurable impact on customer experience.
At least 2 years in a leadership role driving cross‑functional initiatives.
Success in delivering technology‑enabled initiatives with measurable ROI.
Experience in high‑volume, global servicing environments and leading cultural change.
Strong analytical mindset; ability to interpret data and influence decisions.
Familiarity with AI concepts, predictive analytics, and automation trends; able to bridge technical and operational language.
Understanding of contact center technology/tools and comfort with data visualization dashboards.
Excellent communication and executive presence; skilled at influencing across senior leadership.
Strategic thinker with strong financial acumen and ability to build business cases for innovation.
Proven ability to lead through ambiguity and drive organizational change.
Track record of building high‑performing teams and fostering innovation.
Ability to influence in a matrixed team across Product.
Bachelor’s degree in Business, Operations, Data Science, or related field; advanced degree or equivalent experience preferred.
Benefits
Full benefits package including medical/dental/vision, paid time off, parental leave, and flexibility with some offices.
Travel perks, wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.
Career development resources.
Accommodation Requests If you need assistance with any part of the application or recruiting process due to a disability or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request form.
Equal Employment 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, or veteran status. 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.
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Overview The Director, AI Operations will enable the transformation of global traveler servicing operations by embedding AI-driven intelligence, automation, and advanced analytics into every layer of the operating model. You will shape and execute a vision for next-generation servicing, partnering across Product, Technology, and Operations to translate business priorities into actionable AI initiatives that enhance customer experience, improve efficiency, and reduce cost-to-serve.
Responsibilities AI Transformation Strategy
Define and execute a multi-year roadmap to shift the contact center from legacy systems and manual workflows to Agentic and AI-enabled, human-in-the-loop operations
Identify and prioritize AI enabled use cases across agent experience
Represent operational priorities while partnering with product and engineering teams to influence AI platform and tooling decisions aligned to operational outcomes.
Define and implement a holistic scorecard to measure progress towards the operations AI transformation
Constantly researches industry best practices and benchmarks for AI solutions
Cross-Functional Delivery
Actively participate in the design, drive delivery of AI initiatives in partnership with Product, Engineering, Operations, ensuring readiness for scale.
Establish governance and success metrics for pilots and rollouts, balancing innovation with risk/compliance management.
Coordinate across multiple stakeholder groups (WFM, QA, Learning, Vendor Management) to operationalize new tools and processes.
Customer Experience Alignment
Champion customer‑centric design by ensuring AI solutions enhance‑not hinder‑the traveler and human agent experience.
Monitor and mitigate bias in AI-driven decisions to maintain fairness and inclusivity across global markets.
Integrate Voice of Customer feedback loops into AI roadmap to continuously improve service quality.
Change Management & Enablement
Design the operational roles and processes needed to “operate” new AI service models; including defining clear thresholds for human‑in‑the‑loop engagement
Develop needed upskilling path for operational leaders and frontline teams on AI literacy and data‑driven decision‑making.
Lead organizational readiness efforts including training, communications, and playbook redesign to ensure adoption and trust in AI solutions.
Build internal champions and help shift the culture from reactive support to predictive and proactive service.
Partner with operational support teams to evolve metrics, workflows, and coaching aligned with AI‑enabled performance.
Measurement & Continuous Improvement
Establish dashboards to monitor adoption, business impact, and ROI of AI initiatives.
Regularly report progress to Operations and Executive leadership, highlighting both wins and learning loops.
Create feedback channels between operations and product teams to continuously refine model performance and usability.
Experience & Qualifications
10+ years in operations, transformation, or strategy roles with measurable impact on customer experience.
At least 2 years in a leadership role driving cross‑functional initiatives.
Success in delivering technology‑enabled initiatives with measurable ROI.
Experience in high‑volume, global servicing environments and leading cultural change.
Strong analytical mindset; ability to interpret data and influence decisions.
Familiarity with AI concepts, predictive analytics, and automation trends; able to bridge technical and operational language.
Understanding of contact center technology/tools and comfort with data visualization dashboards.
Excellent communication and executive presence; skilled at influencing across senior leadership.
Strategic thinker with strong financial acumen and ability to build business cases for innovation.
Proven ability to lead through ambiguity and drive organizational change.
Track record of building high‑performing teams and fostering innovation.
Ability to influence in a matrixed team across Product.
Bachelor’s degree in Business, Operations, Data Science, or related field; advanced degree or equivalent experience preferred.
Benefits
Full benefits package including medical/dental/vision, paid time off, parental leave, and flexibility with some offices.
Travel perks, wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.
Career development resources.
Accommodation Requests If you need assistance with any part of the application or recruiting process due to a disability or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request form.
Equal Employment 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, or veteran status. 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.
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