Director Knowledge Management at Expedia Group

| Bellevue
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Expedia

Director, Knowledge Management

Expedia Group (EG) is currently seeking a Director, Knowledge Management to join the Operational Excellence team within the Lodging Partner Services (LPS) division. In this role, you will be accountable for driving the end-to-end strategy for Knowledge Management across the organization, supporting both internal associates as well as external hotel partners. Key priorities include building a more personalized help experience for both internal users and external partners as well as driving creative solutions across all KM touchpoints that use machine learning and AI. By helping users find the right information at the right time, you will play a direct role in supporting the key organizational metrics for building a better E2E partner experience at EG.

What You Will Do:

  • Be responsible for the strategic vision for Knowledge Management across the B2B Lodging Partner Services (LPS) organization at Expedia Group
  • Improve Engagement by continually improving our UX and search
  • Partner with stakeholders across the LPS organization to identify knowledge solutions in support of key business initiatives
  • Manage communication between Process Solutions, Product Management, Business Development and KM to ensure policy and process changes are delivered on-time in a clear, concise manner
  • Partner with engineering teams to design, deliver and maintain scalable, sustainable and effective technical solutions, including inline/contextual support content
  • Support organizational efficiency goals by finding opportunities to surface knowledge across key customer touchpoints
  • Provide ongoing qualitative and quantitative measurements of content scope, effectiveness, and usage, especially as it relates to organizational metrics
  • Optimize the E2E content production workflow
  • Handle the localization of knowledge content across 30+ languages via multiple distribution points
  • Drive efficiencies in content reuse, such as across Knowledge Base and Help Centre, via a centralized Content Management System (CMS)
  • Lead a global team of content managers, technical writers, program managers and KM specialists, including BI and graphic design
  • Evolve the Knowledge-Centered Service (KCS) program within LPS to improve content freshness, accuracy, and engagement
  • Ensure content style, tone of voice, and format meet the expectations of a diverse set of users
  • Enact regular audits of content library to ensure adherence to content management principles and business rules
  • Evolve types of content e.g.: infographics, process diagrams, illustrations, etc. to support the engagement
  • Drive innovative solutions, such as the integration of knowledge with AI, to improve the user experience and increase engagement

Who You Are:

  • 7-10 years’ experience in Knowledge Management in a professional technology organization
  • Excellent written and oral communication skills
  • Ability to creatively design for and solve challenging business/technology problems
  • Ability to create and drive product roadmaps, prioritization, trade-offs and constraints
  • Ability to deal with ambiguity and change within a fast-paced environment
  • Ability to synthesize complex processes into simple and engaging language
  • Demonstrated skills and success in process improvement design and workflow analysis
  • Proficiency in data analysis and data-based decision-making

Preferred:

  • Bachelor’s degree in Communications, Journalism, English or related field
  • Master’s degree in Information Management (IM), Library and Information Science (LIS), or a related field
  • Experience working with an enterprise content management system (CMS), preferably Adobe Experience Manager (AEM)
  • Background in information architecture (IA), user experience (UX), and user research
  • Experience working in a global organization
  • Experience working in a travel organization
  • Experience in the customer service industry or in a role with a very strong customer focus

Why Join Us?

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 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.

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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • AWSLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • CakePHPFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • HBaseDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • TeradataDatabases

Location

Our new Seattle campus in Interbay is on the beach with sweeping views of the Puget Sound and Cascades.

An Insider's view of Expedia Group

What's something quirky about your company?

Everyone is obsessed with travel…Really! No matter who you are working with or run into in the halls you somehow always land on travel, where you have been, where you want to go or what is the next trip you are planning. Talk about a company with passion!

Laura

Recruiter

What's the biggest problem your team is solving?

In today's world, when you travel, you need things at your fingertips! Imagine you pull up your phone, click a few buttons, type some messages and get the answers to your travel needs quickly. That's what my team and I do - we give customers a rich experience to chat with a virtual assistant on any device and solve their travel problems right away!

Urja

Sr Technology Lead

What makes someone successful on your team?

Accept whatever starting point you have and creatively work with it to organically take a feature area, the team’s culture, and cross-org relationships to the next level. Don’t just take at face value your instructions, but turn every stone to solve user problems with joy and passion. The resulting impact is a sure sign of success.

Lawrence

Senior Technical Program Manager

What are some things you learned at the company?

What got you here today, will not get you there tomorrow. I believe this applies both organizationally and professionally; in order to maintain success, you must continuously evolve, challenge yourself, and take learnings from your mistakes.

Nicholas

Sr. Director, Finance

What are Expedia Group Perks + Benefits

Culture
Volunteer in local community
Day of Caring Volunteer Hours match
Friends outside of work
Eat lunch together
Intracompany committees
Check out our employee resource groups here: https://www.expediagroup.com/about/diversity-inclusion/
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We believe everyone deserves - NEEDS - time away from the office and we encourage employees to take advantage of their paid time off. We offer travel discounts to make it even easier to get out and see the world.

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