Director, Workforce Management

Expedia Group

. Lead a large, global workforce management organization, setting expectations, operating rhythms, and performance standards across regions .

Posted 10/2/2026full-timeUnited StatesLead💰 $190,000 - $266,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in workforce management and optimization, with a strong focus on capacity planning, operational resilience, and technology enablement. Proven ability to lead and develop high-performing teams while effectively communicating with senior stakeholders to drive meaningful change.

Highest-signal resume keywords

Workforce ManagementCapacity PlanningWorkforce OptimizationLeadership DevelopmentStakeholder Engagement

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Workforce OptimizationCapacity PlanningData AnalysisProcess RedesignPerformance StandardsOperational ResilienceReportingAutomationTechnical MigrationsBusiness Analytics

Soft Skills

CoachingCollaborationCommunicationAccountabilityRelationship Building

Tools & Technologies

Microsoft OfficeExcelPowerPointAmazon ConnectNICE inContactGenesysAspectSalesforceJira

Industry Keywords

Contact Center OperationsGlobal Workforce ManagementGeographically Distributed TeamsBusiness Process OutsourcingOperational Standards

About the role

Key responsibilities & impact

Lead a large, global workforce management organization, setting expectations, operating rhythms, and performance standards across regions
Oversee capacity planning, real-time management, resource management, workforce optimization, and supporting technology
Lead transformation from strategy through execution, including operating model design, technical migrations, process redesign, technology enablement, readiness, adoption, and benefits realization
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 leadership pipeline
Advise senior stakeholders through critical business changes, remove barriers to progress, and secure resources and support
Partner with Operations, business process outsourcing partners, Finance, Technology, Product, and other senior stakeholders globally

Requirements

What you’ll need

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
Ability to use data and technology to guide operational decisions
Ability to communicate complex operational and technical concepts clearly
Ability to build trusted relationships with senior stakeholders and create meaningful change through collaboration

Benefits

Comp & perks

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