At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.
Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.
Senior Manager, Hotel Partner Solutions
Introduction to team
Travel Partnerships and Advertising helps partners, including hotels, vacation rentals, airlines, destination marketing organizations (DMOs) and more, deliver excellent traveler and B2B experiences. We drive growth for our partners and the Expedia Group marketplace through competitive supply and our leading advertising and travel media network.
Make an impact
As a leader within the Travel Partnerships and Advertising division, you will shape how Hotel Partner Solutions responds to and resolves complex, cross-system issues across critical products and partner experiences. This is a high-impact opportunity to lead the Hotel Partner Solutions team, improve reliability at scale, and influence how operational readiness, incident management, and AI-enabled knowledge solutions evolve across the business.
In this role, you will
- Lead the Hotel Partner Solutions team, setting the vision, priorities, and operating standards for incident management, problem resolution, and operational excellence.
- Own the end-to-end incident lifecycle for complex, business-critical issues, driving effective triage, stabilization, communication, documentation, and post-incident review.
- Partner with engineering, product, data, support, and partner-facing teams to identify root causes, strengthen operational controls, and deliver durable fixes that improve reliability and scale.
- Use operational metrics, SLAs, and SLOs to monitor performance, prioritize the highest-impact work, and improve customer and partner outcomes.
- Build and scale high-quality runbooks, playbooks, and knowledge artifacts that enable consistency, self-service, automation, and AI-ready operational support.
- Hire, develop, and lead a high-performing team, creating a culture of ownership, learning, continuous improvement, and psychological safety.
Experience and Qualifications
- Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field; or Equivalent related professional experience
- 8+ years of experience in technical operations, site reliability, technical support engineering, or a closely related field supporting large-scale or business-critical systems, including 3+ years of people management experience leading technical teams
- You have strong experience leading incident and problem management for complex, cross-system issues, including post-incident reviews and driving long-term corrective actions
- You have demonstrated experience using operational metrics such as SLAs, SLOs, incident trends, volume, severity, AHT, and deflection to prioritize work and quantify improvements in reliability, efficiency, and customer and partner experience
- You bring strong technical fluency across APIs, technical understanding of connectivity , cloud infrastructure, and observability and monitoring tools, with hands-on experience working with technical data formats such as JSON and XML and nice to have knowledge with CMR system such as Salesforce, Confluence and Jira
- You communicate clearly with both technical and non-technical stakeholders and can influence cross-functional decisions in a matrixed environment
Preferred Qualifications
- You have experience leading technical operations Tier 3 support, customer- or partner-facing environment such as travel, e-commerce, marketplaces, or SaaS
- You have worked closely with software engineering, SRE, or platform teams on reliability, performance, or observability initiatives
- You bring familiarity with AI-powered operations tools such as automated triage, summarization, knowledge generation, or anomaly detection, along with an understanding of their risks and limitations
- You have experience working with global, distributed teams and balancing priorities across time zones
- You have a track record of building inclusive, high-engagement teams and developing future leaders
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.
About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
Equal Opportunity
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, religion, gender, sexual orientation, national origin, disability or age.