Introduction to the Team:
Expedia Group powers travel for everyone, everywhere. AI now answers travelers' calls, drafts replies for human agents to review and send, and resolves routine requests without a human agent needing to step in. How AI will transform the customer service experience is a journey we are on, and the path will shift and iterate as we learn.
In Traveler and Marketplace Operations, AI Operations is responsible for shaping that path, and determining what it looks like day to day for the Service Operation. In partnership with our Product & Technology teams, we define what good looks like when AI handles a traveler contact, design the handoffs between automated systems and people, and build the tooling operations leaders use to see what is happening in their business. We also build directly: tools created inside Operations score more than 580,000 properties for quality risk on production infrastructure and surface roughly 100 places a day where the traveler experience broke down, drawn from real conversations and cases.
This is a broad, cross-functional role that reaches across workstreams, from ones you drive yourself to ones where you are one voice among many. Some weeks you are in the code, shipping a tool. Others you are in a leadership forum representing operations, closing an open decision, or writing the brief that unblocks a workstream. It suits someone who works best when given a goal rather than a task list.
In this Role, you will:
- Build and ship tools end to end, including applications, artificial intelligence powered analysis, and data pipelines, giving operations leaders a complete picture of quality and traveler experience instead of a small weekly sample
- Prototype quickly and hands-on using large language model application programming interfaces, AI-assisted development tools, and internal data platforms, proving value before larger engineering investment is committed
- Translate open-ended operational problems, such as reducing repeat contacts after a cancellation, into clearly scoped work with defined data sources, safeguards, and success criteria
- Represent the operations point of view in cross-functional AI programs, turning what agents and travelers actually experience into requirements, guardrails, and measures of accuracy
- Produce analysis and recommendations that senior leaders can act on, proactively surfacing risks and opportunities across the work and advising on feasibility, effort, and sequencing
- Own the operating rhythm for this work, including preparing agendas, facilitating discussion, capturing decisions and actions, and following issues through to closure across platform, data, and security teams
- Guide and review the work of a small group of partner-based AI builders, setting the standard for quality, testing, and safe use of artificial intelligence assisted development, so work ships consistently
- Help operations teams adopt these tools, building the trust and fluency that turns a working prototype into how the work actually gets done
Minimum Qualifications:
- Bachelor's degree in business, analytics, computer science, or a related field; or Equivalent related professional experience
- 5+ years of experience in contact center or service operations, business operations, or a comparable strategic, analytical, and operational role, with the ability to put any data point in its operational context
- Hands-on ability to build: you write your own database queries, and you can read, modify, and review Python well enough to understand what you are shipping. Professional experience as a software developer is not required, and we welcome people who have learned to build with artificial intelligence assisted tools
- A track record of taking ideas from concept to working prototype to something people actually use, with clear impact on operational or business outcomes
- Experience defining measurement: you design how you will know whether something worked, including success metrics, guardrails, and instrumentation, rather than only reporting on results afterward
- Excellent qualitative and quantitative analytical skills, and proficient communication skills that synthesize complex detail into precise, accessible insight for a senior audience
- Demonstrated ability to prioritize, run several workstreams at once, and build relationships across a wide range of people, influencing cross-functionally where you have influence rather than authority
- Comfort with ambiguity and a self-directed, outcome-oriented approach: you work both collaboratively and autonomously, stay organized as priorities shift, and are willing to roll up your sleeves to finish the job
- Experience building with generative artificial intelligence, including retrieval-based systems, prompt and context design, agent workflows, or model evaluation
- A collaborative working style: you build relationships across a wide range of people, listen for the concern behind an objection, adapt how you explain things to the audience in the room, and leave the people you work with better informed than before
- Familiarity with large enterprise data platforms and the practical work of getting access, understanding a schema, and troubleshooting why a dataset looks wrong
Preferred Qualifications:
- Experience supervising artificial intelligence assisted development, including reviewing generated code and judging when to trust it and when to verify it
- Experience leading projects that combine technical and business contributors, and leading operational change or enablement programs, formally or informally
- Background in analytics, data science, or software development, even if you have primarily worked in an operations role
- Experience with conversational or voice artificial intelligence, agent assistance tools, or automated quality monitoring in a service environment
- Familiarity with enterprise deployment and delivery platforms
We are interested in what you have built and what you have moved forward, so please be ready to walk us through something you made and something you made happen.
Please note that this role is only available in the following locations: Seattle, in alignment with our flexible work model which requires employees to be in-office at least three days a week.
The total cash range for this position in Seattle is $104,000.00 to $145,500.00. Employees in this role have the potential to increase their pay up to $166,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.
Benefits and perks
Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at .
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request athttps://expedia.service-now.com/askeg?id=job_accommodation.
