Senior Director of Engineering – Customer Service Platform Transformation (AI/ML-Driven Customer Servicing)

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 Director of Engineering – Customer Service Platform Transformation (AI/ML-Driven Customer Servicing)

Introduction to team:

Traveler & Partner Services Platform (TPSP) is Expedia Group's division responsible for the global Customer Support Strategy for all brands, the execution, and the technology related to it. The TPSP team deploys Virtual and Human Agents to provide effortless traveler support to Expedia Travelers (B2C) and Expedia Demand Partners (B2) and their travelers, based on a business-to-business model across multiple brands and channels.

We are seeking a strategic and execution-focused Senior Director of Engineering to lead the transformation of our customer servicing platform. This role will be responsible for driving the modernization of our technology stack, with AI/ML at the forefront, to deliver exceptional product experiences, operational efficiency, and agent productivity. These product experiences include autonomous service agents, co-pilots, contextual AI features and more. The ideal candidate will have a strong technical background, exceptional leadership skills, and a proven track record of delivering results.

What you’ll do:

• Engineering and Platform Leadership: Own the end-to-end engineering strategy and execution for the customer servicing platform, ensuring scalability, reliability, and extensibility.
• AI/ML Integration: Partner with data science and product teams to embed AI/ML capabilities across the servicing experience, including intelligent routing, agent assist, predictive insights, and self-service automation.
• Team Leadership: Build, mentor, and lead high-performing engineering teams across platform, infrastructure, and AI/ML domains.
• Cross-Functional Collaboration: Work closely with product, operations, and design teams to align on priorities, define roadmaps, and deliver measurable outcomes.
• Operational Excellence: Drive engineering best practices, including CI/CD, observability, and incident management, to ensure platform stability and performance.
• Innovation & Transformation: Champion a culture of innovation and continuous improvement, leveraging emerging technologies to reimagine customer and agent experiences.

Who you are:

• 12+ years of engineering experience, with at least 5 years in senior leadership roles.
• Proven track record of leading large-scale platform transformations in customer-facing domains.
• Deep understanding of AI/ML technologies and their application in real-time systems.
• Strong technical background in distributed systems, cloud infrastructure, and modern software development practices.
• Experience working in complex, matrixed organizations with multiple stakeholders.
• Excellent communication, leadership, and stakeholder management skills.
• Experience in customer service, contact center, or enterprise SaaS platforms.
• Familiarity with tools like Amazon Connect, Salesforce, or similar platforms.
• Background in building or scaling AI/ML platforms or agentic systems.
• Experience in leading science and data teams is a plus.

The total cash range for this position in Seattle is $296,000.00 to $414,500.00. Employees in this role have the potential to increase their pay up to $473,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

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 Accommodation Request.

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 careers.expediagroup.com/jobs.

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.