Sr. Workforce Communications Strategist, Customer Service Operations

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 global hybrid work setup (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.

As part of the Traveler and Partner Service Platform division, the Senior Workforce Communications Strategist will shape the communication landscape for Expedia Group's customer service operations. This role offers the unique opportunity to craft and implement innovative, data-driven communication strategies that directly enhance agent effectiveness and customer satisfaction. This is your chance to develop a new space, dedicated to delivering clear, impactful messages, that drive excellence and transform the travel experience for millions. 

Are you a communications expert with a passion for making sure messages hit the mark? Expedia Group is looking for a Senior Workforce Communications Strategist to join our Agent Effectiveness Communications & Content team, supporting effective customer service operations. This is your chance to shape the way our customer service agents, supervisors, and support teams receive and understand critical information. If you thrive on creating clarity out of chaos and love the idea of helping agents get the info they need to support travelers and partners, we want to connect with you. 

In this role, you'll be the driving force behind our workforce communication strategy, ensuring that every message sent is a message received. You'll play a key role in reducing confusion, improving service quality, and boosting overall traveler and partner satisfaction.  

In this role, you will: 

• Develop and run a workforce communications strategy supporting Expedia Group customer service agents and support staff.  

• Create and launch a priority framework to effectively funnel upcoming initiatives and news for specific audiences into an ongoing communications rhythm. 

• Develop and manage strategic communication campaigns for major launches impacting multiple Expedia Group lines of business (LOBs) on a content publishing platform. 

• Manage and measure the effectiveness and impact of the workforce communications strategy and key campaigns.  

• Delegate tasks and mentor junior communications strategists supporting smaller initiatives and projects. 

• Establish and maintain strong partnerships with Operations, Operational Excellence Portfolio Management, Product and Technology teams and other key stakeholders. 

Experience & Qualifications 

• You’re a pro at developing and implementing communication strategies that drive behavior change and measure impact. 

• You excel at managing large-scale campaigns and coordinating projects across various business lines.