Manager, Workforce Planning & Program Management

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.

Manager, Workforce Planning & Program Management

Introduction to the team

Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

We are seeking a strategic and hands-on Manager of Workforce Operations & Program Management to lead real-time workforce functions while driving key WFM programs and initiatives across our contact center network. This role blends operational leadership with program oversight to ensure we meet service goals, optimize staffing, and execute workforce strategies that support growth and efficiency.

As a key member of the Workforce Management (WFM) leadership team, you'll oversee real-time operations—including queue monitoring, resource load balancing, and incident response—while also managing programs that shape how we forecast, schedule, and deploy talent across lines of business. You will lead and coach a team of Workforce Analysts and partner closely with Contact Center, Product, and Technology teams to identify risks, execute recovery plans, and implement scalable WFM solutions.

In This Role, You Will

• Lead the real-time management (RTM) function, ensuring optimal agent availability, workload balancing, and queue performance across all lines of business.
• Monitor intraday service levels and proactively adjust staffing allocations and routing strategies to meet operational targets.
• Identify and respond to real-time incidents (e.g., tool outages, surges), escalating appropriately and driving swift recovery actions.
• Evaluate call routing logic and queue prioritization regularly to identify opportunities for optimization.
• Own cross-functional WFM programs, including scheduling standardization, cross-training initiatives, performance monitoring, and policy refinement.
• Lead staffing model development and capacity plans in partnership with Contact Center Managers and Finance teams.
• Build and maintain dashboards, trend reports, and performance analytics to support long-term workforce planning and leadership decision-making.
• Track program success through defined KPIs and lead continuous improvement efforts grounded in data and operational feedback.
• Hire, coach, and develop a high-performing team of Workforce Analysts focused on intraday execution and program delivery.
• Establish performance expectations and development plans that build analytical capability, business acumen, and WFM subject matter expertise.
• Foster a collaborative environment that drives innovation, ownership, and operational excellence.
• Partner with Product, IT, and Telecom teams to identify and resolve system issues that impact agent availability or reporting accuracy.
• Collaborate with Reporting and Data teams to ensure real-time metrics, PG recovery plans, and staffing data are accurate and actionable.
• Support leadership with ad hoc analysis, root-cause investigations, and real-time dashboards that inform operational decisions.

Experience And Qualifications

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability : IN, and others.

Expedia Group's family of brands includes : Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST : 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you're confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com / jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

Skills Required

Verint, Genesys, Program Management, Nice, reporting systems