Expedia Group
Overview
Hyper Care Senior Manager role within Travel Partnerships and Advertising (TPA). This position is pivotal in driving operational readiness and ensuring seamless support during critical launches for the TPA organization. You will oversee the planning and execution of hyper care activities that scale with business growth, manage a team of specialists, and collaborate cross-functionally to ensure quality, issue prevention, resolution, and smooth transitions. You will help safeguard business continuity, assess initial realization of value, and elevate launch and post-launch strategies. Responsibilities
Lead and manage hyper care for wide ranging enterprise initiatives by developing delivery plans, ensuring timely UAT execution, go/no go decisions, issue escalation, and operational stability. Mentor and guide a team of hyper care professionals in executing structured readiness playbooks for functionality delivery and support. Measure effectiveness of releases during launches to assess viability of realizing the outcomes expected with the investment. Coordinate with cross-functional teams (Product, Engineering, Support, Vendors, etc.) to align hyper care activities with launch goals and business priorities. Define and execute hyper care strategies by developing playbooks for delivery to scale with growth, UAT plans, post-launch support and initial performance assessments. Complete technical root cause analysis of issues uncovered in UAT or post-launch support windows through data and systems analysis. Ensure consistent and effective communication across global hyper care efforts, maintaining clarity in issue tracking, prioritization, criticality, resolution updates, and user engagement. Serve as feedback loop to technology teams to optimize delivered technology for defects and gaps observed during delivery window. Deliver change to the organization ensuring all appropriate artifacts are completed and receiving teams are equipped. Leverage data and feedback to assess hyper care effectiveness, identify trends, and implement continuous improvements, including organizational learnings to leadership. Stay informed on industry best practices in operational readiness and integrate insights into hyper care frameworks. Serve as a trusted advisor to stakeholders, providing insights and recommendations to improve user experience and operational readiness. Experience And Qualifications
Bachelor’s degree in Business, Operations, Information Technology, or a related field 8+ years of experience in operations, program management, or post-launch support 3+ years of people management experience Strategic operator with a knack for translating complex issues into actionable support plans Exceptional project manager with strong stakeholder engagement and problem-solving skills Proven leader with experience driving cross-functional alignment and delivering results under pressure Agile thinker who thrives in fast-paced, matrixed environments and navigates ambiguity with confidence Collaborative partner who builds trust and influences across all levels of the organization Comfortable digging into data—writing queries, running analyses, and uncovering insights that drive smart decisions Data-driven decision-maker committed to continuous improvement and operational excellence Experienced in leading hyper care or post-launch support initiatives from planning through execution Skilled in issue triage, escalation management, and structured support design Compensation
The base pay range for this position is $155,000.00/yr - $217,000.00/yr. The total cash range for this position varies by location and can include additional incentives. The range for Austin is $155,000.00 to $248,000.00; for Chicago it is $146,000.00 to $233,500.00. Starting pay varies based on location, knowledge, skills, and experience, and ranges may be modified in the future. Benefits and Notes
Expedia Group offers a comprehensive benefits package, including medical/dental/vision, paid time off, Employee Assistance Program, wellness and travel reimbursement, and travel discounts. View the full list of benefits. Accommodation requests: If you need assistance with any part of the application or recruiting process due to a disability or other conditions, contact the Recruiting Accommodations Team. Company and Compliance
Expedia Group and its family of brands are committed to an inclusive work environment and equal opportunity. 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 and will provide required work authorization information as needed. The official job application domain is careers.expediagroup.com/jobs. Seniorities and Employment Type
Seniority level: Mid-Senior level Employment type: Full-time
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Hyper Care Senior Manager role within Travel Partnerships and Advertising (TPA). This position is pivotal in driving operational readiness and ensuring seamless support during critical launches for the TPA organization. You will oversee the planning and execution of hyper care activities that scale with business growth, manage a team of specialists, and collaborate cross-functionally to ensure quality, issue prevention, resolution, and smooth transitions. You will help safeguard business continuity, assess initial realization of value, and elevate launch and post-launch strategies. Responsibilities
Lead and manage hyper care for wide ranging enterprise initiatives by developing delivery plans, ensuring timely UAT execution, go/no go decisions, issue escalation, and operational stability. Mentor and guide a team of hyper care professionals in executing structured readiness playbooks for functionality delivery and support. Measure effectiveness of releases during launches to assess viability of realizing the outcomes expected with the investment. Coordinate with cross-functional teams (Product, Engineering, Support, Vendors, etc.) to align hyper care activities with launch goals and business priorities. Define and execute hyper care strategies by developing playbooks for delivery to scale with growth, UAT plans, post-launch support and initial performance assessments. Complete technical root cause analysis of issues uncovered in UAT or post-launch support windows through data and systems analysis. Ensure consistent and effective communication across global hyper care efforts, maintaining clarity in issue tracking, prioritization, criticality, resolution updates, and user engagement. Serve as feedback loop to technology teams to optimize delivered technology for defects and gaps observed during delivery window. Deliver change to the organization ensuring all appropriate artifacts are completed and receiving teams are equipped. Leverage data and feedback to assess hyper care effectiveness, identify trends, and implement continuous improvements, including organizational learnings to leadership. Stay informed on industry best practices in operational readiness and integrate insights into hyper care frameworks. Serve as a trusted advisor to stakeholders, providing insights and recommendations to improve user experience and operational readiness. Experience And Qualifications
Bachelor’s degree in Business, Operations, Information Technology, or a related field 8+ years of experience in operations, program management, or post-launch support 3+ years of people management experience Strategic operator with a knack for translating complex issues into actionable support plans Exceptional project manager with strong stakeholder engagement and problem-solving skills Proven leader with experience driving cross-functional alignment and delivering results under pressure Agile thinker who thrives in fast-paced, matrixed environments and navigates ambiguity with confidence Collaborative partner who builds trust and influences across all levels of the organization Comfortable digging into data—writing queries, running analyses, and uncovering insights that drive smart decisions Data-driven decision-maker committed to continuous improvement and operational excellence Experienced in leading hyper care or post-launch support initiatives from planning through execution Skilled in issue triage, escalation management, and structured support design Compensation
The base pay range for this position is $155,000.00/yr - $217,000.00/yr. The total cash range for this position varies by location and can include additional incentives. The range for Austin is $155,000.00 to $248,000.00; for Chicago it is $146,000.00 to $233,500.00. Starting pay varies based on location, knowledge, skills, and experience, and ranges may be modified in the future. Benefits and Notes
Expedia Group offers a comprehensive benefits package, including medical/dental/vision, paid time off, Employee Assistance Program, wellness and travel reimbursement, and travel discounts. View the full list of benefits. Accommodation requests: If you need assistance with any part of the application or recruiting process due to a disability or other conditions, contact the Recruiting Accommodations Team. Company and Compliance
Expedia Group and its family of brands are committed to an inclusive work environment and equal opportunity. 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 and will provide required work authorization information as needed. The official job application domain is careers.expediagroup.com/jobs. Seniorities and Employment Type
Seniority level: Mid-Senior level Employment type: Full-time
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