Director, Information Technology
Company Name:
Expedia
Director, Information Technology
Job ID #: 32732
Company: Expedia, Inc.
Location: USA - WA - Bellevue
Functional Area: Information Technology
Employment Type: Full-Time Regular
Education Required: Bachelors
Experience Required: 10
Years
Relocation Provided: To be determined Use your LinkedIn Profile to help you apply faster!
Apply withLinkedIn
Position Description
Position
Summary:
The Director of Network Operations for the IT Operations team will be responsible for three groups within IT Operations:
- Data Network Operations
- Telecom Operations
- Contact Center Operations
The Data Network Operations team is responsible for managing and supporting the global data network operations infrastructure. The Telecom Operations team is responsible for managing and supporting the global voice and conferencing infrastructure. The Contact Center Operations team is responsible for managing and supporting the infrastructure supporting internal and externally sourced contact center partners.
The successful candidate will bring industry experience with a proven history of leading the operations and performance of a technical support department. Through the use of honed strategic thinking, budgeting, and organizing, the candidate will clearly communicate individual and department values and needs and motivate team members to high performance levels. The position requires interaction with all facets of the business, including development, consulting services, IT, finance, HR, marketing, and the executive team. The candidate must understand technical issues, but is also a big picture thinker who looks for ways to improve and grow the product support operations.
The ideal candidate will have a strong background in networking, telecommunications, contact center operations, or ecommerce. This candidate must have the ability to manage in a fast-paced environment, clearly communicate department priorities, as well as engage with customers to ensure a quality customer experience is achieved. Strong technical skills and a positive attitude are a necessity. Candidates must have demonstrated experience in management, strong decision making ability, and willingness to support changing department initiatives.
Responsibilities:
o Accountable for customer and partner product support for the global Expedia, Inc network infrastructure.
o Provide strategic and operational leadership for implementing support related programs and processes
o Through annual business planning and budgeting, ensure that alignment exists between corporate objectives and those of the product support organization
o Develop support services that result in an enhanced customer confidence and experience
o Establish internal policies, procedures and systems in line with industry best practices to respond to client's functional and technical support needs
o Serve as escalation point for support organization, liaising with Expedia, Inc. Executive team as appropriate
o Coach/mentor/lead direct reports on a day-to-day basis including, monitoring and tracking performance, writing and delivering high-quality annual reviews on time and providing assistance in recruiting efforts as needed
Required
Qualifications:
o 10 years professional work experience in the technology industry of which 7
years must be in a technical support team leadership capacity.
o Bachelor's degree or equivalent combination of education and experience required.
o Excellent team & leadership skills.
o Demonstrated ability to direct project activities, ensuring customer satisfaction with support and project delivery.
o Strong Project Management skills and demonstrated experience managing to milestones and delivery dates.
o Experience with implementing and enhancing technical support processes and customer management systems.
o Outstanding time management skills and attention to detail.
o Strong customer (internal and external) communication and presentation skills.
o Strong interpersonal skills to help negotiate priorities and resolve conflicts.
Preferred
Qualifications:
o Knowledge of global support best practices and 24-hour multi-shift support environments
o Experience in managing globally distributed teams
o Experience in supporting clients in international regions (EMEA, Asia-Pacific, Europe, etc.)
About Expedia, Inc.
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia, Inc. brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia, Inc. portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please learn more about our travel brands.
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.
Tags:
GTO-GIS
LI-DY1Estimated Salary: $20 to $28 per hour based on qualifications.
Expedia
Director, Information Technology
Job ID #: 32732
Company: Expedia, Inc.
Location: USA - WA - Bellevue
Functional Area: Information Technology
Employment Type: Full-Time Regular
Education Required: Bachelors
Experience Required: 10
Years
Relocation Provided: To be determined Use your LinkedIn Profile to help you apply faster!
Apply withLinkedIn
Position Description
Position
Summary:
The Director of Network Operations for the IT Operations team will be responsible for three groups within IT Operations:
- Data Network Operations
- Telecom Operations
- Contact Center Operations
The Data Network Operations team is responsible for managing and supporting the global data network operations infrastructure. The Telecom Operations team is responsible for managing and supporting the global voice and conferencing infrastructure. The Contact Center Operations team is responsible for managing and supporting the infrastructure supporting internal and externally sourced contact center partners.
The successful candidate will bring industry experience with a proven history of leading the operations and performance of a technical support department. Through the use of honed strategic thinking, budgeting, and organizing, the candidate will clearly communicate individual and department values and needs and motivate team members to high performance levels. The position requires interaction with all facets of the business, including development, consulting services, IT, finance, HR, marketing, and the executive team. The candidate must understand technical issues, but is also a big picture thinker who looks for ways to improve and grow the product support operations.
The ideal candidate will have a strong background in networking, telecommunications, contact center operations, or ecommerce. This candidate must have the ability to manage in a fast-paced environment, clearly communicate department priorities, as well as engage with customers to ensure a quality customer experience is achieved. Strong technical skills and a positive attitude are a necessity. Candidates must have demonstrated experience in management, strong decision making ability, and willingness to support changing department initiatives.
Responsibilities:
o Accountable for customer and partner product support for the global Expedia, Inc network infrastructure.
o Provide strategic and operational leadership for implementing support related programs and processes
o Through annual business planning and budgeting, ensure that alignment exists between corporate objectives and those of the product support organization
o Develop support services that result in an enhanced customer confidence and experience
o Establish internal policies, procedures and systems in line with industry best practices to respond to client's functional and technical support needs
o Serve as escalation point for support organization, liaising with Expedia, Inc. Executive team as appropriate
o Coach/mentor/lead direct reports on a day-to-day basis including, monitoring and tracking performance, writing and delivering high-quality annual reviews on time and providing assistance in recruiting efforts as needed
Required
Qualifications:
o 10 years professional work experience in the technology industry of which 7
years must be in a technical support team leadership capacity.
o Bachelor's degree or equivalent combination of education and experience required.
o Excellent team & leadership skills.
o Demonstrated ability to direct project activities, ensuring customer satisfaction with support and project delivery.
o Strong Project Management skills and demonstrated experience managing to milestones and delivery dates.
o Experience with implementing and enhancing technical support processes and customer management systems.
o Outstanding time management skills and attention to detail.
o Strong customer (internal and external) communication and presentation skills.
o Strong interpersonal skills to help negotiate priorities and resolve conflicts.
Preferred
Qualifications:
o Knowledge of global support best practices and 24-hour multi-shift support environments
o Experience in managing globally distributed teams
o Experience in supporting clients in international regions (EMEA, Asia-Pacific, Europe, etc.)
About Expedia, Inc.
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia, Inc. brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia, Inc. portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please learn more about our travel brands.
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.
Tags:
GTO-GIS
LI-DY1Estimated Salary: $20 to $28 per hour based on qualifications.
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