Hyper Care Senior Manager

Hyper Care Senior Manager

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.

Introduction to the Team :

Travel Partnerships and Advertising (TPA) helps partners, including hotels, airlines, vacation rental hosts, insurance companies, and more, deliver excellent traveler and B2B experiences. We drive growth for our partners and the Expedia Group marketplace through competitive supply, our leading advertising and travel media network and affiliate solutions.

Make An Impact!

We are seeking a strategic and results-oriented Senior Hyper Care Manager to lead our Hypercare Operations team within Commercial Operations. This role 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 scaling with business growth. You will manage a team of specialists, and collaborate cross-functionally to ensure quality, issue prevention, resolution, and smooth transitions. As a stabilizing force during periods of change, you will help safeguard business continuity, assess initial realization of value and elevate our launch and post-launch strategies.

In This Role You Will :

• 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 :

The total cash range for this position in Austin is $155,000.00 to $217,000.00. Employees in this role have the potential to increase their pay up to $248,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. The total cash range for this position in Chicago is $146,000.00 to $204,500.00. Employees in this role have the potential to increase their pay up to $233,500.00, 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.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical / dental / vision, paid time off, and an Employee Assistance Program. To fuel each employee's passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

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.

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.