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.

In this role, you will sit at the intersection of Product, Data/AI, Engineering, and Operations. You’ll align key functions to the program vision and drive structure and execution for AI-powered servicing capabilities (e.g., intelligent agents, copilots, orchestration, decisioning) that raise the bar on quality, speed, and consistency of support.

This role can have far reaching impact as it will support programs that enable millions of travelers and partners and their service attempts annually across 60+ markets, touching the core booking, post‑booking, and traveler or partner‑support flows.

In this role you will:

• 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

Experience and Qualifications:

• Seasoned technical program leader with deep experience driving large, cross-functional initiatives in highly technical environments, typically 8+ years in Technical Program Management or equivalent roles.

• Proven zero-to-one TPM who has owned program structure and delivery for new products, services, or platforms—not just incremental iterations—navigating ambiguity, experimentation, learning cycles, and pivots.

• Hands-on AI program experience, with recent responsibility for delivering AI/ML-powered capabilities (e.g., LLM-based agents, conversational AI, recommendation or decision systems, personalization) into production at scale.

• Fluent in the modern AI and data stack at a program level, with strong understanding of software and data development lifecycles, agile and hybrid delivery models, and tools such as Jira, Confluence, Miro for collaborative design and GitHub Actions for CI/CD.

• Strong facilitator and communicator, effective across disciplines and levels, able to simplify complexity, surface trade-offs, and create clarity and alignment in fast-moving, ambiguous environments.

Required

• 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 lifecycles, 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.

Preferred

• 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.).