Senior Project Leader

Job Category Customer Support/Client Care Job Reference Code PCK150-28496 Req ID: 7266Required Education: Not IndicatedRequired Experience: Not IndicatedDescription: Expedia, Inc. is one of the world’s leading travel services companies. With its portfolio of leading travel brands, Expedia, Inc. empowers business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. We are currently seeking a Senior Project Leader to join our growing Business Transformation Team. The Business Transformation Team provides strategic, tactical, and execution leadership for major process, technology and organization improvement initiatives for our North American Customer Operations organization. The group is responsible for identifying, prioritizing, and supporting major improvement initiatives and ensuring rigorous execution and business results.Expedia's Project Leaders work within the Business Transformation Group to lead change efforts with a focus on improving contact center processes and supporting technologies with the objective to increasing customer satisfaction, increase efficiency, and generating incremental revenue through Expedia Inc.’s contact centers. They serve as a change agent, a project team leader, and a capability builder, while working collaboratively within and across Expedia departments and functions to deliver business impact and results. This is a high-visibility and high-impact role.RESPONSIBILITIES:• Drive improvements to key processes and contact center technologies by leading complex improvement efforts that will significantly increase customer satisfaction and quality, produce significant cost savings, increase revenues, or reduce risk.• Partner with senior business owners, executives, technology teams and cross functional departments in identifying and prioritizing business problems, formulating improvement projects, and executing improvement effort that lead to measurable benefits to Customers, Customer Operations, and Expedia..• Advocate, exemplify, and facilitate a mindset that encompasses data driven decision making, collaboration in problems solving, and steady continuous improvement. Advocate the incorporation of measurements and matrices in the business and operational processes and the concept of the process owner.• Challenge the status-quo of and assumptions embedded in the current business processes or practices.• Drive organization culture that instills focus on customer satisfaction and strategy execution by continuously improve process, systems, and collaborative capabilities through the use of portfolio, program, and project management methodologies.An ideal candidate will possess, in his or her toolbox, the following competencies, skills, and abilities:1. Broad Business Acumen and Analytical Skills: Strategic Planning and Execution; Operations/Process Analysis and Management; Financial Analysis and Management; Technology Management; Team/Agreement Building; Human Resource Management; 2. Complexity Management: Break complexity down to simplicity and bringing the results of simplicity back up to what is needed by the complexity; Create clarity out of confusion; Move a group of people forward together. 3. Emotional Maturity and Leadership: Dealing with Ambiguity; Comfort around Top Management; Composure; Ethics and Values; Integrity and Trust; Interpersonal Savvy; Managerial Courage; Patience; Dealing with Paradox; Standing Alone; Perseverance; Conflict Management; Self-Awareness.4. Methodologies: DMAIC; LEAN; DFSS; SDLC; PMLC; Kaizen; Work-Out; Change & Transition Management; Effective Meeting Design & Management .MINIMUM QUALIFICATIONS:• Possesses at least 70% of the competencies, skills, and abilities of an ideal candidate listed above. The competencies, skills, and abilities are gained through at least 5 years of diverse functional experience. .• 3 years of focused portfolio, program, and project management experience with a proven track record of producing measurable business results. Preference for experience in leading medium- to large scale process improvement as well as technology implementation projects.• Excellent analytical and problem solving skills. Demonstrated success in data analysis and drawing conclusions from data. A fundamental knowledge of statistics. Advanced statistical knowledge preferred.• Demonstrated ability to lead and motivate cross functional project teams to achieve business goals.• Highly skilled in change management methodology as demonstrated by at least 2 years of experience in leading organization transformation. Skilled change leader with strong ability to influence and steadily generate agreements at all levels of the organization.• Strong process design and facilitation skills. Preference for experience leading Kaizen, Workouts, or other structured process improvement events, with demonstrated ability to adapt the methodology to the situation. .• Previous DMAIC, Lean, Quality, Continuous Improvement, Change Management, and Customer Satisfaction experience.• Experienced with quality concepts, quality analysis and root cause tools and techniques such as Pareto charts, run charts, fishbone diagrams, and regression analysis.• Outstanding presentation and written communication skills that demonstrate logic, conviction and passion. Must be able to present project goals, methodology, and results to all levels of the organization.• Proactive self-starter who can produce results with minimal guidance.• Risk taker with a history of taking risks to enable change and to make progress in building capabilities to better serve customers.• Experience with contact center processes and / or contact center technologies a strong plus.• Advanced computer skills: MS Office and familiarity or ability to quickly learn Minitab or an equivalent statistical analysis tool.• MS or MBA with a technical or business undergrad or equivalent work experience preferred. Expedia offers a high energy, entrepreneurial environment that encourages new ideas and thinkers at all levels. We provide a comprehensive compensation and benefits package including insurance, 401K with company match, generous vacation, casual attire, free parking, and an exciting and dynamic work environment.QUALIFIED APPLICANTS ARE ENCOURAGED TO APPLY VIA OUR WEBSITE @ http://www.expediajobs.com/.