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Director, Knowledge Management

United States - Washington - Seattle


Director, Knowledge Management

Expedia’s Knowledge Management (KM) team is seeking a Director of Knowledge Management to lead a diverse team of writers, content strategists, content designers, and program managers in Expedia for Business (E4B). This is an exciting and rare leadership opportunity in self-service content strategy! The KM team handles internal and external content including web help, knowledge bases, email templates, news alerts, and more. This content is essential in enabling people to do their jobs without needing to contact support, and in enabling support and sales associates to efficiently discover information.

What you'll do:

In this role, you'll lead a team of experienced content and program leaders to deliver user-centric, modern self-service content experiences. You'll guide the vision and strategy for business-to-business self-service content across the E4B organization, growing and scaling content strategy practices to deliver continuously improved return on investment over time. There's no one way to do this job, but your day-to-day work will include things like:

  • Collaborating with UX, engineering, product, communications, training, marketing, and other teams across the business to agree on content strategies and shared goals that enable cohesive experiences

  • Using continuous improvement methodologies to measure, analyze, and improve content performance over time

  • Driving efficiency across the team by reducing waste in processes, automating manual tasks, experimenting, and innovating

  • Advocating and evangelizing the value of content strategy in a highly matrixed organization, building and cultivating strategic partnerships along the way

  • Diving into content at all levels, from mentoring and guiding KM leaders and their teams to writing and editing impactful content

  • Program managing across multiple teams to support and grow the KM team’s impact (e.g., content technology, analytics, operations, go-to-market planning, etc.)

Who you are:

  • 10+ years of experience in content strategy and/or knowledge management

  • 5+ years of leading other people leaders

  • Expertise in modern content strategy and content design methodologies

  • Skilled coach and ability to lead large teams for performance

  • Experience leading content strategy in a multichannel environment with multiple backends and frontends

  • Functional knowledge of content management systems tools and technology

  • Demonstrated experience influencing organizational change and developing fiscally responsible content programs that scale

  • Strong judgment, able to take calculated risks despite ambiguity in a fast-paced organization with a high rate of change

  • Experience working with Salesforce, Adobe Experience Manager (AEM), Confluence, JIRA, and other service tools

  • Broad familiarity with current content management tools

  • Experience sourcing and implementing enterprise CMS solutions

  • Practical experience leading globally distributed teams


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®,®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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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Job Category
Management Group

Job Function
Program Management

United States - Washington - Seattle
United Kingdom - London

Job Type
Full-Time Regular

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