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Job Details
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 flexible work model (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 Technical Program Manager - AI
Our Corporate Functions include teams that power Expedia Group behind the scenes—from Finance and Legal to People, Platform, and Technology.
The Traveler and Partner Service Platform (TPSP) organization builds the systems that enable travelers and partners to get timely, effective support across Expedia Group. We power customer service, sales support, agent tools, and contact center platforms—driving intelligent, scalable solutions through automation, AI, and system integrations.
We’re looking for a Senior Technical Program Manager to lead high-impact, AI-focused programs that enhance service and sales experiences across traveler and partner journeys. You’ll drive initiatives that bring LLMs, real-time inference, and automation into platforms like Salesforce Service Cloud and AWS Connect—partnering across Machine Learning, Engineering, Product, and Data teams.
This is a high-visibility role with long-term impact across Expedia Group domains, enabling AI adoption at scale and improving how we support and engage our global customers and partners.
In this role, you will:
Drive the end-to-end delivery of AI-powered initiatives—from initial concept through production deployment and enterprise-wide scaling
Lead programs delivering AI voice, chat, and agent-assist solutions using a mix of third-party tools, internal tech stacks, and bring-your-own (BYO) ML models
Partner with ML Engineering teams to define requirements for LLM integration, real-time inference, and knowledge base optimization
Work with Data Science teams to define model performance benchmarks, build experimentation frameworks (A/B testing), and support continuous improvement
Coordinate AI integrations with Salesforce Service Cloud (OneDesk), including case management, knowledge management, omni-channel routing (Salesforce + AWS Connect), and tools like Einstein for Service, Agentforce, and Amazon Q/Bedrock
Collaborate with internal engineering teams responsible for travel systems (booking, reservations, payments, loyalty) and service data platforms to enable seamless integration
Balance technical innovation with legacy system constraints, managing integration complexity and technical debt while enabling modernization
Engage with internal platform and vendor partners to ensure architecture alignment and solution scalability
Develop and maintain detailed program plans, managing milestones, dependencies, risks, and resources across parallel workstreams
Partner with Workstream Program Management and jointly provide executive and operational stakeholders with transparent communication on program progress, trade-offs, and risk mitigation
Drive operational readiness and organizational change management to support AI adoption and successful deployments, adhering to and evolving established tenets, standards, and best practices
Ensure disciplined TPM practice by managing AI program pipelines against highest business priorities, maximizing engineering capacity, resolving defects within SLA, supporting KTLO and infrastructure initiatives, and fostering deep partnerships with engineering managers and developers
Continuously improve program management processes, delivery frameworks, and cross-functional collaboration models
Experience and Qualifications:
10+ years of experience in Information Technology, with at least 5 years in technical program management roles driving cross-functional initiatives
Proven track record managing large-scale AI/ML programs in production environments, especially in customer-facing or enterprise systems
Experience delivering LLM-based solutions, conversational AI, or intelligent automation projects
Deep understanding of the AI model lifecycle: training, validation, deployment, monitoring, and continuous iteration
Experience with AI platform architecture decisions, scalable API design, and real-time inference systems
Strong background in machine learning concepts, natural language processing (NLP), and generative AI technologies
Understanding of data pipeline architectures, streaming data, ETL pipelines, data lakes, and cloud platforms (SQL proficiency a plus)
Track record of delivering AI solutions that integrate with complex enterprise systems such as CRM, telephony, or knowledge management platforms
Experience with enterprise-level incident management, operational readiness, and risk mitigation strategies
Excellent communication and stakeholder management skills, with the ability to translate technical complexity into executive-level narratives
Strong organizational, documentation, and planning skills; ability to manage multiple concurrent priorities with clarity
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 .
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.
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�. © 2024 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 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 .
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.
Why Expedia Group? Expedia Group, Inc. brands power travel for everyone, everywhere through our global platform. Driven by the core belief that... Read more