Expedia Group
Director, Service Reliability Operations
Expedia Group, Seattle, Washington, United States, 98101
Director, Reliability Operations
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. 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. At Expedia Group, we believe travel makes the world better, and our mission is to power global travel for everyone, everywhere. The Service Reliability Operations (SRO) team is at the heart of ensuring our platforms remain reliable, scalable, and always-on for millions of travelers and partners. We're looking for Director of Service Reliability Operations to lead our Resiliency efforts. This role is a key operational leadership position reporting into the global VP of IT. You will be responsible for 24/7 oversight of production incident response, performance monitoring, and operational continuity. Importantly, this role will also be instrumental in evolving our NOC into a broader Reliability Operations Center (ROC)
integrating production reliability with aspects of Security Operations (SOC) to create a more unified operational response function across Expedia Group. Alongside our efforts for Business Continuity and DR. If you're passionate about systems reliability, incident excellence, and evolving how modern tech operations work at scale
this is your opportunity to shape the next era of operations for one of the world's leading travel companies. As we mature our approach to reliability, this role will expand to take on aspects of our future Reliability Operations Center. You'll play a pivotal role in shaping how we respond to outages, preempt issues before they happen, and eventually integrate detection, resolution, and prevention under one roof
including aspects of security response, change risk detection, and production reliability. In this role, you will: Lead & Manage a number of high-performing 24/7 NOC teams responsible for incident detection, response, communication, and coordination. Operational Ownership of key ITIL processes: Incident, Event, and Problem Management
driving consistency and service maturity. Act as a Bridge between real-time operational response and upstream engineering, reliability, and security teams. Drive Incident Excellence
ensuring timely escalation, executive communication, and end-to-end accountability. Champion Continuous Improvement, learning from incidents and embedding those learnings into improved processes and tooling. Collaborate with Engineering and Security teams to define the future-state Reliability Operations Center (ROC)
combining observability, automation, and SOC-lite capabilities into one operational motion. Implement Automation to reduce toil, improve first-responder effectiveness, and enhance alerting. Foster Talent
hiring, mentoring, and developing a team culture grounded in curiosity, accountability, and collaboration. Support Strategic Programs
such as integrating hybrid cloud observability, agent-based monitoring, and predictive anomaly detection. Contribute to Operational Reporting
surfacing KPIs, reliability metrics, and post-incident data to leadership and stakeholders. Experience and qualifications: 10+ years in technology operations roles, with 5+ years leading NOC/SRE/IT Ops teams in a 24x7 global environment. Experienced in driving ITSM practices (especially Incident & Problem Management) at scale. Technically fluent in incident management tools (PagerDuty, OpsGenie, ServiceNow, etc.), observability stacks (Datadog, Splunk, Grafana), and automation frameworks. Understands how to work with both engineering and business teams under pressure during high-severity incidents. Comfortable with on-call rotations, shift-based teams, and operational rigor in a real-time, always-on environment. Demonstrated experience building and scaling globally distributed teams, with a focus on India-based delivery. A clear communicator who thrives in ambiguity and knows how to operate with urgency but without panic. Bonus: Experience with or exposure to Security Operations functions, or an interest in converged operations models (e.g., ROC/SOC). The total cash range for this position in Seattle is $201,000.00 to $281,500.00. Employees in this role have the potential to increase their pay up to $321,500.00, 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. 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. 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. 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.
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. 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. At Expedia Group, we believe travel makes the world better, and our mission is to power global travel for everyone, everywhere. The Service Reliability Operations (SRO) team is at the heart of ensuring our platforms remain reliable, scalable, and always-on for millions of travelers and partners. We're looking for Director of Service Reliability Operations to lead our Resiliency efforts. This role is a key operational leadership position reporting into the global VP of IT. You will be responsible for 24/7 oversight of production incident response, performance monitoring, and operational continuity. Importantly, this role will also be instrumental in evolving our NOC into a broader Reliability Operations Center (ROC)
integrating production reliability with aspects of Security Operations (SOC) to create a more unified operational response function across Expedia Group. Alongside our efforts for Business Continuity and DR. If you're passionate about systems reliability, incident excellence, and evolving how modern tech operations work at scale
this is your opportunity to shape the next era of operations for one of the world's leading travel companies. As we mature our approach to reliability, this role will expand to take on aspects of our future Reliability Operations Center. You'll play a pivotal role in shaping how we respond to outages, preempt issues before they happen, and eventually integrate detection, resolution, and prevention under one roof
including aspects of security response, change risk detection, and production reliability. In this role, you will: Lead & Manage a number of high-performing 24/7 NOC teams responsible for incident detection, response, communication, and coordination. Operational Ownership of key ITIL processes: Incident, Event, and Problem Management
driving consistency and service maturity. Act as a Bridge between real-time operational response and upstream engineering, reliability, and security teams. Drive Incident Excellence
ensuring timely escalation, executive communication, and end-to-end accountability. Champion Continuous Improvement, learning from incidents and embedding those learnings into improved processes and tooling. Collaborate with Engineering and Security teams to define the future-state Reliability Operations Center (ROC)
combining observability, automation, and SOC-lite capabilities into one operational motion. Implement Automation to reduce toil, improve first-responder effectiveness, and enhance alerting. Foster Talent
hiring, mentoring, and developing a team culture grounded in curiosity, accountability, and collaboration. Support Strategic Programs
such as integrating hybrid cloud observability, agent-based monitoring, and predictive anomaly detection. Contribute to Operational Reporting
surfacing KPIs, reliability metrics, and post-incident data to leadership and stakeholders. Experience and qualifications: 10+ years in technology operations roles, with 5+ years leading NOC/SRE/IT Ops teams in a 24x7 global environment. Experienced in driving ITSM practices (especially Incident & Problem Management) at scale. Technically fluent in incident management tools (PagerDuty, OpsGenie, ServiceNow, etc.), observability stacks (Datadog, Splunk, Grafana), and automation frameworks. Understands how to work with both engineering and business teams under pressure during high-severity incidents. Comfortable with on-call rotations, shift-based teams, and operational rigor in a real-time, always-on environment. Demonstrated experience building and scaling globally distributed teams, with a focus on India-based delivery. A clear communicator who thrives in ambiguity and knows how to operate with urgency but without panic. Bonus: Experience with or exposure to Security Operations functions, or an interest in converged operations models (e.g., ROC/SOC). The total cash range for this position in Seattle is $201,000.00 to $281,500.00. Employees in this role have the potential to increase their pay up to $321,500.00, 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. 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. 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. 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.