Barsha Emdad

About Barsha Emdad

I’m building a new and necessary “Employee Support Advocacy” function within People Operations, bridging operational efficiency with employee advocacy to create seamless, effective, and measurable employee support—from self-service to case resolution.Rather than relying on assumptions or broad metrics, I use data-driven insights and first-of-their-kind scorecards to identify targeted improvements. My work isn’t about ‘fixing’ any one team—it’s about taking a critical lens to the entire system of support resources, ensuring employees get what they need, whether it’s human assistance or clear, accessible self-service, without unnecessary complexity. Research shows employees are more productive and drive 20% more revenue when they can focus on their actual jobs instead of navigating confusing support processes. That’s why I focus on turning data into action, embedding the employee voice into decision-making, and making support simpler, faster, and more effective. At its core, strong support systems, processes, and teams enable employees to drive better business outcomes. The ultimate goal: To transform employee support from a reactive, fragmented process into a proactive, high-impact experience that meets employees where they are—whether through human help or intuitive self-service content.

Experience

1. Senior Manager, Employee Support Advocacy (Support Experience Strategy)

   Expedia Group

   Aug 2024 — Present · Seattle, WA, US

   Building a new function in People Ops that bridges operational efficiency with employee advocacy for seamless support.• Creating first-of-their-kind scorecards to measure and improve employee support with data-driven insights.• Evaluating the full system of support resources to remove complexity and improve access to help.• Enhancing self-service and human support to ensure employees get what they need, when they need it.• Driving strategy and process improvements to make support faster, clearer, and more effective.• Establishing governance and standardization to improve transparency and decision-making.• Leveraging sentiment analysis and case data to drive continuous improvements.• Shaping the future of employee support by transforming it from reactive to proactive.

Education

• Reed College

  Bachelor's degree, Political Science/Interdisciplinary Studies

• Seattle University

  Bachelor's degree, Criminal Justice