Senior Operations Manager

2 weeks ago

Seattle, Washington, United States Expedia, Inc. Full time

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Senior Manager, Reliability Operations

The Senior Manager, Reliability Operations position oversees a highly skilled team of Network Operations Center (NOC) and Incident Management personnel, responsible for continuous operational response. This managerial role will engage in strategic initiatives that uphold the continuity of operations for Expedia's e-commerce and traveler-facing services, as well as internal systems.

The selected candidate will focus on empowering the team to achieve exceptional quality, including ongoing enhancements in Key Performance Indicators (KPI) and Service Level Agreement (SLA) targets such as Time to Detect and Time to Restore. This role will collaborate directly with key stakeholders, both internal and external, to drive improvements in tools and capabilities, further advancing Expedia's platform availability goals, while acting both strategically and tactically to minimize disruptions from unforeseen failures.

Key Responsibilities:
  • Enhance the global Expedia Group NOC and Incident Management teams, enabling staff to deliver high-quality response capabilities that reduce unplanned disruptions and meet targeted SLAs for detection and mitigation.
  • Direct and manage US-based Reliability Operations personnel, including NOC, Level 2, and Incident Management roles. Oversee supervisory and managerial levels where applicable, as well as individual contributors.
  • Effectively communicate challenges related to Availability and Revenue protection to senior leadership, identifying areas of risk while proposing potential solutions.
  • Actively engage in the Problem Management process, collaborating with support teams and the Site Reliability Engineering (SRE) community.
  • Partner across the organization with service owners and product teams to ensure consistency in processes and response expectations, emphasizing scalability and quality.
  • Facilitate swift and effective communication across the group, collaborating with other Reliability Operations teams to ensure strong consistency.
  • Strive to optimize team workflows by leveraging automation and identifying innovative solutions to challenges.
  • Manage performance within direct and indirect reporting lines, enabling staff to achieve success through goal setting and recognition initiatives.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
  • 7+ years of experience in the relevant field, including 5+ years in a managerial capacity.
  • Comprehensive understanding of standard e-commerce platform infrastructure and design, including Microsoft server products, Apache, Linux, load balancing technologies, database solutions, and networking fundamentals.
  • Strong grasp of monitoring and alerting platforms and methodologies, with experience in tools such as Splunk, DataDog, and CatchPoint.
  • Hands-on experience with SOX/PCI standards and processes.
  • Prior experience with Agile/Scrum project methodologies and common software applications such as Confluence and JIRA.
  • Able to manage multiple priorities and work on several simultaneous activities in a fast-paced environment.
  • Ability to collaborate effectively as a team member on the IT leadership team.
  • Proficient in empowering team members and connecting their roles to broader business objectives.
  • Knowledgeable in ITIL standards, with a particular focus on incident management processes.

The total cash range for this position varies based on location and individual qualifications. Employees in this role have the potential to increase their compensation based on ongoing performance.

Expedia Group is dedicated to offering a comprehensive benefits package to support employees and their families, including medical, dental, and vision coverage, paid time off, and an Employee Assistance Program. To support each employee's passion for travel, we provide wellness and travel reimbursements, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

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 is committed to fostering 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.

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