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Req ID: 10931
Required Education: Bachelors
Required Experience: 10+ Years
Description:
This position provides leadership and management for the Network Operations & Engineering department responsible for data, voice and contact center routing.
In this capacity, the Director of Network Services is responsible for the successful completion of the department’s projects, budget, and day to day operation & availability. In this leadership position, the candidate will ultimately improve the quality of support we provide for our internal customers.
Responsibilities:
The Director of Network Engineering & Operations team will be responsible for three groups within IT Operations:
- Network Operations – Data & Voice
- Network Engineering – Data & Voice
- Contact Center Call Routing
The Network Operations team is responsible for managing and supporting the global network operations infrastructure. The Telecom Operations team is responsible for managing and supporting the global voice and conferencing infrastructure. The Contact Center Operations team is responsible for managing and supporting the infrastructure supporting internal and externally sourced contact center partners. The Data Network Operations team is responsible for managing and supporting the global data network including partner connectivity and ecommerce networking.
The Network Engineering team is responsible for designing and planning the global network infrastructure. Technologies include voice systems, Intelligent Call Routing, VoIP – Voice over IP, Contact Center routing and call delivery strategy, data center (ecommerce & back-office), contact center and branch office converged data networking solutions. Additional responsibilities include complex solution development, standards definition, capacity and performance planning.
The successful candidate will bring industry experience with a proven history of leading the engineering & operations and performance of a technical support department. Through the use of honed strategic thinking, budgeting, and organizing, the candidate will clearly communicate individual and department values and needs and motivate team members to high performance levels. The position requires interaction with all facets of the business, including development, consulting services, IT, finance, HR, marketing, and the executive team. The candidate must understand technical issues, but is also a “big picture” thinker who looks for ways to improve and grow the product support operations.
The ideal candidate will have a strong background in networking, telecommunications, contact center operations, or ecommerce. This candidate must have the ability to manage in a fast-paced environment, clearly communicate department priorities, as well as engage with customers to ensure a quality customer experience is achieved. Strong technical skills and a positive attitude are a necessity. Candidates must have demonstrated experience in management, strong decision making ability, and willingness to support changing department initiatives.
Accountable for customer and partner product support for the global Expedia, Inc network infrastructure.
Provide strategic and operational leadership for implementing support related programs and processes
Through annual business planning and budgeting, ensure that alignment exists between corporate objectives and those of the product support organization
Develop support services that result in an enhanced customer confidence and experience
Establish internal policies, procedures and systems in line with industry best practices to respond to client's functional and technical support needs
Serve as escalation point for support organization, liaising with Expedia, Inc. Executive team as appropriate
Coach/mentor/lead direct reports on a day-to-day basis including, monitoring and tracking performance, writing and delivering high-quality annual reviews on time and providing assistance in recruiting efforts as needed
Qualifications:
Exhibits strong leadership qualities and critical thinking in bringing successful resolution to complex issues/challenges.
Excellent interpersonal, communication and writing skills and ability to provide presentation materials to executive management
Strong customer service skills
Strong knowledge of Telecommunications and Contact Center Technology
CTI and ICR solutions in mission critical 24X7 Contact Centers
ACD and VoIP operations
Voice switching and management systems
Quality Monitoring
Call management systems
Advanced carrier network offerings, IXC and LEC network offerings to include VoIP, SIP/SIP-T and MPLS
Demonstrates and applies comprehensive knowledge of Project Management and the intricacies associated with Telecommunication projects.
Provides effective direction in identifying objectives, establishing plans/milestones and success criteria, monitoring team progress, managing risk, and successfully delivering the desired results.
Experience contributing to telecommunications technology strategic planning efforts
Experience providing leadership and direction for improving operating processes, selecting new technology and technical problem resolution
Experience developing business cases for new initiatives
Experience managing capital and operating budgets
Ability to be flexible and quickly adapt to changing business needs and redirect staff and projects to meet the changing business needs
Self-starter who takes ownership and provides pro-active strategic direction
Proficient with MS PowerPoint, Word, Project, Excel, Visio, Access and other project management tools
Preferred Qualifications
Knowledge of global support best practices and 24-hour multi-shift support environments
Experience in managing globally distributed teams
Experience in supporting clients in international regions (EMEA, Asia-Pacific, Europe, etc.)
Work Experience and Education Guidelines:
10 years professional work experience in the technology industry of which 7+ years must be in a technical support team leadership capacity.
Bachelor’s degree or equivalent combination of education and experience required.
Core Competencies:
Business focus
Customer Focus
Sr. Leadership
Communicates effectively
Relationship Building
Problem Solving
Ability to manage technical teams
About Expedia, Inc.
Expedia, Inc. is the world’s leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: Expedia.com®, hotels.com®, Hotwire®, Egencia™, TripAdvisor®, Expedia Local Expert™, Classic Vacations® and eLong™. Expedia, Inc.’s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit http://www.expediainc.com / (NASDAQ: EXPE).
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