As the Senior Director of GSO, Platform Operations you will be held accountable for driving creativity, efficiency, and ownership into the multiple functions in the organization. You are accountable for the success of teams across product management, software development, technical support operations. Success will be determined by your ability to lead a multi-disciplinary team, drive software development, cultivate relationships, and operationalize a strategy and vision across these disciplines. In addition, your capacity to lead change management and drive process improvement will be essential to your success. The role will lead 4 functional areas and report directly to the VP of Global Supply Operations in Bellevue, WA.
Maintain strong alignment and partnerships with other Senior Directors and VPs, key departments, and brands to guarantee that overall strategies and activities are well planned, understood, communicated and effectively executed to reach our strategic objectives
You will seek opportunities to improve chain hotel partner product and experience, leading to customer conversion, while expanding scope and efficiency of operations
You will develop/oversee end to end implementation and project plans to deliver on key business initiatives
Lead, encourage, and coach a team of technical support, development, operations, and vendor management. Team consists of 150 people across 5 offices and 5 countries
Teams under management include:
Global lodging technology contact center spanning 5 locations worldwide
Salesforce Product Management and Development that provides direct support to GSO and market management teams and acts as Center of Excellence for broader Expedia
Operational efficiency improvement
Work closely with technology, business development, and engineering teams at the highest level
Clearly communicate findings and recommendations from initiatives to leadership team and to the broader organization (scientific or test and learn methods)
Own an operating cost reduction, achieved through continuous improvement/effectiveness initiatives to ensure we scale elegantly whilst balancing quality with efficiency
Platform Operations Total Expense Budget 2017 is $10M
Ideal experience:
International leadership experience with a diverse and balanced workforce
Ability to inspire and lead a global team through change
Previous experience in managing and effectively influencing large, diverse, matrixed teams in a hyper competitive/growth industry with demonstrated experience delivering large projects
You have a proven record of business analysis and fact based decision-making
Consistent track record of streamlining and automating processes to create greater efficiencies
Experience building a sizable international operations environment with a mix of hourly wage, FTE employees and vendor (offshore) resources
Experience handling a diverse set of operational and support concerns
You have 10 years of technology management experience
Your written and oral skills are at a management consultant level
Strong background in creative and structured approaches to problem solving
You are meticulous, have excellent organization skills, and have the ability to handle multiple initiatives /responsibilities simultaneously
MBA preferred, with a demonstrated amount of experience post qualification
Experience with Salesforce development management preferred
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