Sr Manager, Marketplace Operations Crisis Manager

Senior Manager, Marketplace Crisis 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.

Why Join Us?

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.

In this role, you'll be at the forefront of safeguarding our travelers and suppliers while protecting the integrity of our marketplace. You'll work with global partners, respond to high-impact events, and lead initiatives that ensure our travelers and suppliers feel safe and supportedwherever they are in the world.

In this role you will :

• Own the global crisis management function for marketplace operations.
• Serve as the primary escalation point for high-severity incidents; drive clear, rapid decision-making across Legal, Communications, Operations, and Supplier teams.
• Activate and coordinate response teams across regions; establish ownership, resources, and cadence in real time.
• Build, maintain, and regularly test playbooks, escalation protocols, and early-warning systems.
• Monitor global risk intelligence (weather, geopolitical, public health) to anticipate and mitigate impact.
• Embed readiness into day-to-day operations; train teams and run simulations / drills.
• Lead, coach, and develop a high-performing, globally distributed crisis operations team.
• Foster a culture of rapid problem-solving, accountability, and continuous improvement.
• Build strong internal and external partnerships to ensure seamless collaboration during and after incidents.
• Define and report KPIs (e.g., time to resolution, SLA adherence, impact reduction); provide executive briefings and post-incident reviews.
• Ensure accurate, compliant incident documentation and learnings capture.

Experience & qualifications :

Preferred :

The total cash range for this position in Seattle 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. 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.

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.