Job
Description
we're looking for a Senior Technical Program Manager to lead high-impact, AI-focused programs that enhance service and sales experiences across traveler and partner journeys. you'll drive initiatives that bring LLMs, real-time inference, and automation into platforms like Salesforce Service Cloud and AWS Connect partnering across Machine Learning, Engineering, Product, and Data teams. This is a high-visibility role with long-term impact across Expedia Group domains, enabling AI adoption at scale and improving how we support and engage our global customers and partners. In this role, you will: Drive the end-to-end delivery of AI-powe'red initiatives from initial concept through production deployment and enterprise-wide scaling Lead programs delivering AI voice, chat, and agent-assist solutions using a mix of third-party tools, internal tech stacks, and bring-your-own (BYO) ML models Partner with ML Engineering teams to define requirements for LLM integration, real-time inference, and knowledge base optimization Work with Data Science teams to define model performance benchmarks, build experimentation frameworks (A/B testing), and support continuous improvement Coordinate AI integrations with Salesforce Service Cloud (OneDesk), including case management, knowledge management, omni-channel routing (Salesforce + AWS Connect), and tools like Einstein for Service, Agentforce, and Amazon Q/Bedrock Collaborate with internal engineering teams responsible for travel systems (booking, reservations, payments, loyalty) and service data platforms to enable seamless integration Balance technical innovation with legacy system constraints, managing integration complexity and technical debt while enabling modernization Engage with internal platform and vendor partners to ensure architecture alignment and solution scalability Develop and maintain detailed program plans, managing milestones, dependencies, risks, and resources across parallel workstreams Partner with Workstream Program Management and jointly provide executive and operational stakeholders with transparent communication on program progress, trade-offs, and risk mitigation Drive operational readiness and organizational change management to support AI adoption and successful deployments, adhering to and evolving established tenets, standards, and best practices Ensure disciplined TPM practice by managing AI program pipelines against highest business priorities, maximizing engineering capacity, resolving defects within SLA, supporting KTLO and infrastructure initiatives, and fostering deep partnerships with engineering managers and developers Continuously improve program management processes, delivery frameworks, and cross-functional collaboration models Experience and Qualifications: 10+ years of experience in Information Technology, with at least 5 years in technical program management roles driving cross-functional initiatives Proven track record managing large-scale AI/ML programs in production environments, especially in customer-facing or enterprise systems Experience delivering LLM-based solutions, conversational AI, or intelligent automation projects Deep understanding of the AI model lifecycle: training, validation, deployment, monitoring, and continuous iteration Experience with AI platform architecture decisions, scalable API design, and real-time inference systems Strong background in machine learning concepts, natural language processing (NLP), and generative AI technologies Understanding of data pipeline architectures, streaming data, ETL pipelines, data lakes, and cloud platforms (SQL proficiency a plus) Track record of delivering AI solutions that integrate with complex enterprise systems such as CRM, telephony, or knowledge management platforms Experience with enterprise-level incident management, operational readiness, and risk mitigation strategies Excellent communication and stakeholder management skills, with the ability to translate technical complexity into executive-level narratives Strong organizational, documentation, and planning skills; ability to manage multiple concurrent priorities with clarity
