Director, CDFS Financial Systems
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A strong leader who will focus on ensuring 24x7 support for Expedia’s global users of financial systems, ensure compliance with performance/availability SLA’s, work towards improving observability and resiliency across financial systems platform and work with engineering leaders across CDFS and partner teams to seamlessly onboard new solutions to the platform.
Leader in this role is expected to drive continuous improvement, set and maintain high standards of performance, and deliver timely responses and issue resolution. The role will use complex problem-solving skills, manage multiple high visibility priorities, and maintain a keen attention to detail and the ability to work in a fast-paced environment with ambiguous situations. The candidate need to be capable of operating with a high degree of autonomy and hence needs to demonstrate a high degree of comfort with ambiguity besides holding a high bar on professional integrity;
A strong customer delivery mindset and prior experience supporting customers across all aspects of the customer service lifecycle is required as you will be regularly called upon to manage internal and external escalations. You will also assist in the development of short, medium, and long term plans to achieve strategic objectives.
What you’ll do:
Delivery of outstanding customer support experience. Respond to critical customer situations decisively, redirect resources as necessary; maintain ownership of customer escalations until final resolution.
Partner with leaders across all EG to collaboratively solve problems
Lead the team in resolving complex issues in a timely manner; follow up with customers to ensure satisfaction.
Collaborate and build relationships with system and business owners globally to understand business problems and apply a technology lens to solve them, ensure process excellence and the highest degree of ownership.
Scale services and tools – design processes and procedures that scale with the business’ growth in volume, complexity, and global geographic dispersion.
Identify and mentor critical talent within the team. Create contingency resource plans to ensure continuity of work processes.
Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals and service level metrics.
Encourage team to self-develop core competencies and technical skills through career planning, coaching, training and creation of applicable development plans.
Contribute to development of consistent operational practices; including team readiness to support new product releases or functionality, continue to build and evolve knowledge base
Provide input into Product Management/Strategy and Development teams to improve customer product satisfaction and ensures business continuity. Advocate for software designs that are scalable, resilient, and stable and provide feedback to your peer engineering leaders, where appropriate.
Oversee change management and problem management processes to minimize service disruptions and improve incident response time and resolution.
Drive continuous process improvement initiatives to enhance service quality, operational efficiency, resulting in customer satisfaction.
Identifies and resolves issues that may impair the team's ability to meet strategic, financial and technical goals
Holds self and team accountable for setting and meeting departmental goals.
Recognizes and rewards appropriate resource utilization and creative suggestions to gain efficiency in resource usage.
Who you are:
Bachelor's or Master's Degree or related technical field; or equivalent related professional experience
12+ years of professional experience (prior support experience preferred) in addition to six or more years of demonstrated people leadership experience.
Technical & Functional understanding of Oracle Business Suite R12 (Financial & System administration Modules), TCA Architecture, Oracle Business Intelligence, Oracle Database (19c), SQL, PL/SQL, OAF, Hyperion, Oracle Forms & Reports Builder, Workflow Builder, Familiarity with AWS services
Smart, engaging, and encouraging, with a high standard of personal performance and ability to operate independently in accordance with company goals
Proven ability to manage priorities, focus on key objectives, and deliver exceptional customer experiences
Outstanding communication skills, highly organized approach to work, and comfortable embracing and driving change
Have strong technical acumen, which allows you to be responsible for several technical domains.
Ability to handle multiple priorities with a high degree of flexibility and accountability, in a constantly fast-evolving environment.
Passion for Results: Drive high standards for individual, team, and organizational accomplishment; tenaciously work towards challenging goals.
Have ability to see the big picture and be able to connect the dots across various EG domains.
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
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.
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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 to 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.