Sr. Technical Program Manager

Sr. Technical Program Manager  

Are you an experienced and/or a self-starter Sr. Technical Program Manager wanting to demonstrate your capabilities in a large enterprise company? Do you want a role with cross-company impact on a highly reputable, quickly growing, and fun team?  Expedia Group, Traveler Partner Service Platform (TPSP), and the TPSP Program Management team is looking for a high-energy, motivated Sr. TPM to manage multiple continuous improvement and strategic initiatives for the Traveler Partner Service Platform at Expedia Group. 

As a Sr. Program Manager on our team, you will support Operations, Servicing, and/or Account Management teams who work on behalf of EG Travelers or with Expedia Group partners by implementing platform and operational enhancements to increase agent efficiency, customer loyalty, and more. As Expedia Group orients to the vision of becoming a platform-based company, we are looking for a self-starter to join our Salesforce TPM team and own the guidance of prioritization and implementation of improvements to the service and sales spaces. Assigned domain areas may vary, but initial intentions are in the Traveler Servicing arena for Air Operations CRM and OneDesk CRM, India. 

What you'll do:  

• Lead large, long-term Strategic Initiatives and simultaneous Continuous Improvement pipelines for one or more lines of business and associated applications while delivering value incrementally by operating in an agile, rapid development environment. (Tethered to one or more Product Managers) 

• Take ownership in driving new feature and change request development through every stage of the product life cycle and deliver incremental value using validated agile methodologies 

• Lead prioritization meetings with product (or business if RTB/LoDo), and develop a framework or leverage existing framework and standards/agreements to prioritize work across multiple business groups if needed and against capacity 

• If RTB/LoDo, evaluate every feature request, capture detailed business requirements from identified stakeholders 

• Work closely with technology staff to translate requirements into user stories for consumption by development team 

• Lead the development team through development cycle to ensure features delivered drive high business value and meet requirements 

• Collaborate with the development team to evaluate technical options to deliver the most robust solutions 

• Identify gaps or missing links in requirements, handle risks and UAT defects and drive these issues toward resolution 

• Validate projects after deployment to ensure they meet all operational and business requirements and drive maintenance and problem resolution, as the need arises 

• Provide transparency into status of upcoming improvements, depth of backlog, and more 

• Ensures program/project documentation is complete and thorough 

• Occasionally manage priority Prod Tech Governance programs as assigned to enable the organization to scale; This includes programs (ongoing) or projects (with end date) and includes engagement with many groups across Expedia Group (finance, procurement, L&M, Training, Communications, other engineering teams). Some Governance assignments include engineering engagement. 

• You will operate effectively within the organization's formal and informal structures by building relationships across departments and understanding the roles and perspectives of diverse partner groups 
  • You will work across team boundaries with multiple product and program managers to appropriately prioritize work to align with overall initiative, organization, and company goals 
  • You will actively identify and drive resolution on cross-team issues, scope changes, resource constraints, and other impediments 
  Product strategy management 
  • You will continually build knowledge about our products, capabilities, usage, and future partner needs 
  • You will craft solutions that empower our business to scale and adapt 

Required Specific tasks:  

• Scrum team management, JIRA story creation, sprint planning, backlog grooming (LoEs, Delivery plans) 

• RTB intake 

• Scrum team weekly broadcasts 

• Technical dependency mapping/tracking 

• Risk assessment, mitigation and conflict resolution across Product and Technology (within and outside TPSP) 

• Quality monitoring and defect management (PM consulted) 

• Infrastructure maintenance 

• RTB and integration e2e experience QC and UAT mgmt. 

Potential Specific tasks or shared tasks with another role:  

• Facilitate retros for continuous improvement 

• Risk mgmt. planning,  mitigation and communication of both 

• Business objective, impact hypothesis, and process mapping design docs 

• Operations rollout plan, change management 

• Create and manage overall program strategy, structure and milestones, including dependency mapping 

• Project communication delivery 

• Facilitate working agreement definition (RACI) 

• Lead and coordinate program mtgs and ceremonies 

• Feedback loop/CAB 

• User acceptance testing creation+sign off 

• Go-no-Go decisions 

• Scrum team prioritization  

• Cross-TPSP priority alignment 

• Delivery status and comms 

• Cross-functional alignment 

Who you are:   

• Software Product Strategy & Program Management 
  • Experience owning or influencing product strategy & vision, roadmaps, and backlog prioritization 
  • Proven ability to understand and discuss technical concepts, manage trade-offs and evaluate opportunistic new ideas with internal and external partners. 
  • Experience utilizing Agile, Waterfall, and hybrid methodologies 
  Leadership / Interpersonal / Communication 
  • Demonstrated ability to deliver results by working across subject areas and organizational boundaries 
  • Excellent influencing and relationship building skills as well as experience working with senior management 
  • Experience working cross-culturally and leading cross-functionally, and ability to adapt personal style to different environments 
  Problem Solving / Structuring / Analytical Abilities 
  • Strong strategic and critical thinking skills; ability to see the “big picture” while also diving into details when needed 
  • Creative decision maker who can work independently and apply quantitative rigor to analyses and tradeoff decisions 
  • Strong program planning skills with experience structuring large initiatives in effective and meaningful ways 

• Bachelor's Degree in Business, Computer Science, Engineering or equivalent experience 

• 10+ years of Technical Program Management/Business Analysis experience 

• Experience with developing integration between CRM and other applications and implementing CRM features/custom apps to increase user efficiency 

• Strong proficiency in managing Jira 

• Experience supporting Salesforce CRM products (Sales and Service Clouds) required, Salesforce Certifications highly preferred 

• Experience with Cloud related technologies such as AWS is a plus 

• Ability to balance multiple tasks and projects at a time, prioritizing workload optimally, and thrive in a dynamic and sophisticated environment 

• Proven record working with cross-organizational teams to drive the implementation of new features as well as resolve operational issues 

• Flexibility in working hours required to meet with global internal technical and business partners 

• Excellent verbal and written communication skills 

• Experience with Agile/SCRUM, Certified Scrum Master or Certified Technical Program Manager credentials preferred 

• Should be a self-starter and detail oriented 

• Someone who is pragmatic, and always finding ways to simplify processes 

• Experience with engineering practices and tools, observability, cloud technology, networking, and/or infrastructure, in an e-commerce environment, is a plus 

• TPM Leadership accountabilities for India scrum teams, India timezone and India/Seattle mtg representation in time zone overlap (required) 

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