Director, Technology

About the role

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors—Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together—help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Responsibilities

• Set the strategy and roadmap for global IT support — help desk, field services, executive/event support, and server room operations — aligned to EG’s technology and employee-experience priorities.
• Lead and develop a distributed team of people leaders and technicians, plus long-term vendor partners, across multiple regions and time zones.
• Own service levels and continuously improve them: first contact resolution, response and resolution time, satisfaction, and cost per ticket.
• Drive continuous improvement of tools, automation and self-service to reduce manual and repetitive work and free your team to focus on higher-value support.
• Manage vendor contracts and staffing models to balance cost, quality and flexibility as the business scales.
• Partner cross-functionally with InfoSec, network, workplace and business teams to support office changes, executive events, and company-wide moments.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or a related technical field; or equivalent related professional experience.
• 8+ years leading IT support, service desk or IT operations teams, including 3+ years leading people leaders within a multi-region, hybrid employee/vendor organization.
• Experience managing outsourced or vendor-delivered support models, including statements of work, staffing ratios and vendor performance.
• Track record of using automation, self-service and process redesign to reduce manual effort while improving the employee support experience.
• Comfortable working with data — setting and managing to service levels and building the case for tooling investment.
• Preferred: experience supporting executive or board-level events and/or physical infrastructure operations such as data center or server room lifecycle management.

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Employee Assistance Program
• Wellness and travel reimbursement
• Travel discounts
• International Airlines Travel Agent Network (IATAN) membership

Pay

The total cash range for this position in Seattle is $201,000.00 to $281,500.00. Employees in this role have the potential to increase their pay up to $321,500.00, 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.