Director, Reliability Operations:

Expedia Group is seeking an experienced Director of Reliability Operations to join our Reliability Engineering & Operations (REO) organization. This role is ideal for a strategic and influential leader passionate about operational excellence, process efficiency, and building strong, collaborative relationships across teams to drive impactful outcomes.

As Director, you will report to the leader of the Observability and Reliability Operations group, a team focused on delivering best-in-class tooling and processes that monitor the health and performance of Expedia Group’s services and brands. Our mission is to ensure availability, reliability, and exceptional experiences for our travelers and partners worldwide. In this role, you will oversee and evolve the operational strategy, aligning teams, processes, and capabilities to meet organizational priorities and business objectives. Leading a globally distributed team, you will champion a culture of operational maturity and continuous improvement.

If you thrive in high-impact roles that require innovative thinking, scalable solutions, and delivering measurable results, we want to hear from you!

In this role, you will:

• Drive end-to-end ownership of event, incident, problem, and change management processes, ensuring seamless operations and risk mitigation.

• Lead cross-functional efforts to respond to outages with urgency, provide transparent executive-level communications, and oversee timely resolution.

• Establish, maintain, and refine governance frameworks to ensure consistency, accountability, and alignment across all operational activities.

• Act as the primary escalation point for critical incidents, ensuring swift resolution and actionable post-incident analysis.

• Lead root cause identification efforts, eliminate recurring issues, and partner cross-functionally to improve service stability and resilience.

• Leverage expertise in ITSM processes and ITIL frameworks to enhance operational workflows and reduce manual dependencies.

• Advocate for and implement automation and observability enhancements to streamline incident response and improve system reliability.

• Define, monitor, and report on key performance indicators (KPIs) to measure operational efficiency, incident response times, and service reliability.

• Use data-driven insights to inform decision-making and implement continuous improvement initiatives.

• Cultivate strong partnerships with engineering, reliability, and other cross-functional teams to advance operational maturity.

• Mentor and develop team members, fostering a high-performing, inclusive, and collaborative environment that aligns with organizational values.

Experience and Qualifications:

We are seeking a proven operational leader with extensive experience navigating complex, high-stakes environments and leading high-performing teams. Your ability to deliver results, drive innovation, and inspire collaboration makes you an ideal candidate for this pivotal role. Key qualifications include:

• You have a master's degree in Computer Science, or related technical field; or equivalent related professional experience

• 10+ years in operational roles within technology organizations, including 5+ years of managing global, distributed teams.

• Proven track record of designing, implementing, and scaling operational strategies to meet evolving business needs.

• Deep expertise in ITSM processes and the ITIL framework, with practical experience in large-scale environments.

• Strong familiarity with modern observability tools, incident management platforms, and automation technologies.

• Exceptional communication skills, with the ability to articulate complex technical concepts to diverse (technical and non-technical) audiences.

• Demonstrated ability to build trust, motivate teams, and lead through influence in cross-functional settings.

• A strategic thinker who balances big-picture vision with execution, using data to drive decision-making and continuous improvement.

• Passionate about fostering a culture of operational excellence, collaboration, and innovation.