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Senior Director, Technology - Platform Onboarding & Support

United States - Washington - Seattle

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Expedia Group is building the world’s Travel Platform. An integral part of the travel experience is service, and we are building a Service Platform that delivers world class services for our travelers, partners and agents through automation, intelligent routing and agent tools powered by AI.

We are looking for a Senior Director of Technology, specific to our Platform Onboarding & Support capabilities, who will manage the engineering teams that are responsible for onboarding tenants to our Service Platform as well as the ongoing relationship management including support and operations of the Service Platform.  This leader will be responsible for ensuring the Service Platform provides the foundation to deliver world class service to millions of partners and travelers throughout their travel journey.

What you'll do:

  • Onboard tenants to our Service Platform (Omni-Channel Traveler Service Experience & Automation, Contact Center as a Service (CCaaS), Agent Experience) powered by AI/ML data and learning loops

  • Implement & Design Solutions E2E based on the capabilities of the service platform

  • Drive Post-Deployment relationship management (QBR – Success Metrics, Prioritization of new features & defects)

  • Live Site Readiness for the Service Platform (Availability/Performance SLO), Capacity Planning, Security & Privacy

  • Incident Management and Root Cause Analysis and driving continuous improvement

  • Document As-Build Documentation of the Platform via a published SDK and operational documentation

  • Key contributor to the Service Platform roadmap and prioritization for the Service Platform roadmap for Expedia Group

  • Assist the team in driving further adoption of Site Reliability practices such as Chaos engineering, Security, Privacy, Capacity Planning, SLOs, Error Budgets, release safety, load testing, and disaster recovery strategies

  • Promote excellence and forward-thinking, using technical writing to help evangelize and share technical population inside and outside Expedia

  • Build teams through hiring and people growth while balancing your ownership workload through delegation, and define and review individual and team goals (OKRs)

  • Collaborate with Technical Product Managers and Product Managers across Expedia Group

  • Lead on ‘what' and ‘how’ and strive to bring the best out of the people that work with you

Who you are:

  • We are looking for technology leaders who come from a solutions management and operations support background

  • Background in Software Development and/or operations, with a proven record in managing, design and roadmap execution

  • End-end solution thinking, SDK experience with ability to synthesize Platform concepts into developer quick starts, “how-to’s” for successful adoption of SDK

  • Proven Leadership of large - geographically distributed teams, with shown experience mentoring and coaching

  • Ability to bring feedback back into Platform to influence roadmap, Communication

  • Excellent communication and diplomacy skills to create and build relationships with partners and stakeholders

  • Engage with and translate internal and external partner requirements into platform investments for effective on boarding of customers

  • Experience in site reliability engineering, taking advantage of chaos engineering principles and proactively running tests on applications and infrastructure

  • Experience with agile development methodologies including Scrum and Kanban, and you thrive working in an agile environment

At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and well-being, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and attest to their vaccination status before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.

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™.  

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

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 lifeatexpediagroup.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.

R-67301

Job Category
Technology Group

Job Function
Development

Locations
United States - Washington - Seattle
United States - Texas - Austin
United States - California - San Francisco
United States - Illinois - Chicago

Job Type
Full-Time Regular

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If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

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