Senior Technical Program Manager -AI Servicing

Senior Technical Program Manager – AI Servicing

Expedia Group’s Traveler & Partner Service Platform (TPSP) is investing in next-generation Agentic AI to transform how we support travelers and partners across channels and products. We’re looking for an experienced Senior Technical Program Manager to lead zero-to-one AI programs that reinvent servicing experiences from inception through scaled global adoption.

• Lead zero-to-one AI programs that design, build, and scale Agentic AI capabilities for traveler and partner servicing, from early discovery through global rollout and continuous improvement.

• Shape program vision, goals, roadmap, and realities in partnership with Product, Data/AI, Engineering, and Operations; connect work directly to outcomes (e.g., experience quality, resolution speed, containment, efficiency).

• Own program structure and delivery in partnership with Product and Operations, including milestones, dependency mapping, risk management, and change control across multiple teams and platforms (TPSP applications, AI platform, integration services, and related tools).

• Drive technical planning and execution in partnership with Engineering, translating strategy into executable technical plans, mapping dependencies and risks, coordinating cross-team delivery (including vendors), validating feasibility and non-functional requirements, and supporting launch readiness, production stability, and ongoing technical health.

• Partner with Operations and Front-line Teams to translate AI outputs into actionable support flows, ensuring the solution lifts agent productivity and customer satisfaction.

• Mentor junior TPMs and help shape a TPM "chapter" focused on AI/ML delivery excellence.

• 8+ years of experience in Technical Program Management or similar roles delivering complex software systems in a highly technical, multi-team environment.

• Demonstrated experience leading zero-to-one product or platform initiatives from concept through launch and iteration.

• Recent, meaningful experience delivering AI/ML-powered products into production (e.g., LLM agents, intelligent routing/orchestration, decisioning services, or personalization systems).

• Strong understanding of software engineering and data life cycles, agile and hybrid delivery models, and modern collaboration and delivery tooling.

• Track record of driving cross-functional alignment, managing dependencies and risks, and delivering against clear business and operational outcomes.

• Excellent written and verbal communication skills, including experience creating executive-ready narratives, roadmaps, and status updates.

• Experience in large-scale servicing, support, or operations environments, including close partnership with frontline teams and operations leadership.

• Familiarity with CRM and servicing platforms (e.g., Salesforce Service Cloud, case management systems, contact center technologies) and their integration with internal services and data platforms.

• Experience with cloud platforms (e.g., AWS) and observability practices in distributed systems.

• Experience working with globally distributed teams and stakeholders across time zones.

• Background in AI governance, model risk management, or compliance (GDPR, CCPA, etc.).

Base pay range is $ to $ with potential to increase up to $ based on performance.

Expedia Group offers a comprehensive benefits package that includes medical, dental, vision, paid time off, wellness and travel reimbursement, travel discounts, and an international travel agent membership.

Expedia Group is committed to creating an inclusive work environment. 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, veteran status, or any other characteristic protected by law. This employer participates in E-Verify.