Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.
Why Join Us?
To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.
We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.
Senior Director, Technology - Platform Onboarding & Support
Introduction to team:
Traveler & Partner Services Platform (TPSP) is Expedia Group's division responsible for the global Customer Support Strategy for all brands, the execution, and the technology related to it. The TPSP team deploys Virtual and Human Agents to provide effortless traveler support to Expedia Travelers (B2C) and Expedia Demand Partners (B2) and their travelers, based on a business-to-business model across multiple brands and channels.
We are seeking a highly skilled and experienced Senior Director for Technical Operations and Platform Support to join our Customer Experience and Servicing Organization. This role is pivotal in ensuring the health and reliability of our platforms, driving operational excellence, and refining our incident management and support processes. The ideal candidate will have a strong technical background, exceptional leadership skills, and a proven track record of working with vendors to enhance infrastructure.
What you'll do:
Platform Health and Reliability:
Oversee the overall health and performance of customer experience and service platforms.
Implement and monitor metrics to ensure platform reliability and uptime.
Proactively identify and mitigate potential issues to prevent service disruptions.
Operational Excellence:
Develop and execute strategies to improve operational processes and efficiency.
Lead initiatives to enhance system performance and scalability.
Foster a culture of continuous improvement within the technical operations team.
Vendor Management:
Collaborate with vendors to optimize their infrastructure and service delivery.
Negotiate contracts and service level agreements (SLAs) to ensure high-quality support.
Evaluate vendor performance and implement improvements as needed.
Incident Management and Support:
Refine and manage incident response processes to ensure timely resolution of issues.
Coordinate with cross-functional teams within Expedia Group to address and resolve incidents.
Conduct post-incident reviews and implement corrective actions to prevent recurrence.
Leadership and Team Development:
Provide leadership and mentorship to the technical operations and support teams.
Foster a collaborative and high-performance work environment.
Identify and develop talent within the team to build a strong succession pipeline.
Who you are:
Bachelor's degree in computer science, Information Technology, or a related field; advanced degree preferred.
10+ years of experience in technical operations, platform support, or a related field.
Proven experience in managing large-scale, mission-critical platforms.
Strong understanding of incident management, operational excellence, and vendor management.
Excellent leadership, communication, and interpersonal skills.
Ability to work effectively in a fast-paced, dynamic environment.
Work experience in customer experience and service organizations is a plus.
The total cash range for this position in Seattle is $296,000.00 to $414,500.00. Employees in this role have the potential to increase their pay up to $473,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual's knowledge, skills, and experience. Pay ranges may be modified in the future.
Accommodation requests
If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request .
We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.
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 with 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, 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.