Kanav D.

Delivered complex, multi-team programs across Quality Control, Operational Excellence, and Checkout Migration, on time and in scope, reducing operational incidents by 36% and boosting platform performance by 43%. Built and scaled a high-performing, distributed team (34 people) from scratch, establishing effective rituals (RACIs, status templates, structured forums) that drove delivery efficiency and 89% retention. Drove global operational efficiency for next-gen checkout, rolling out playbooks, issue resolution templates, and regional on-call handovers that reduced transition friction in under a month. Accelerated platform readiness by 43% in 2 quarters, leading the implementation of new capabilities and driving cross-functional alignment. Created self-serve Jira dashboards that cut status reporting time by 80% and improved visibility into delivery health and defect resolution. Partnered closely with senior leadership, including our VP and Chief Architect, to drive strategic, long-term initiatives such as PR validation automation, accessibility compliance checks, and a unified UAT process across Product, Design, and QA teams. By championing these process improvements, I helped deliver our next-gen Checkout Platform and achieved 100% accessibility compliance, significantly improving usability and inclusivity for all users. Acted as PCI, SOX and Accessibility Champion for all Expedia Group owned Checkout Platforms, ensuring 100% compliance with legal and regulatory requirements across all Expedia-operated geographies.

Strategically contributing to the delivery of key Checkout Payments initiatives under the LODO (Line of Delivery Ownership) framework. Driving engineering team performance by identifying delivery bottlenecks and initiating targeted improvements to accelerate project outcomes. Serving as Technical Lead to bridge critical compliance gaps caused by SCA (Strong Customer Authentication) enforcement, ensuring minimal business disruption across Expedia. Acting as Technical Product Lead for a newly established cross-functional team building the post-purchase Connected Trips experience for Brand Expedia. Led the migration of Brand Expedia’s form-of-payment UI to the new Checkout Progressive Web Application, leveraging GraphQL for enhanced performance and flexibility. Delivered HCOM brand loyalty branding integration during the post-purchase experience migration to the BEX technical stack. Drove NDFC (Non-Discrimination in Fees and Charges) compliance initiatives across BEX and HCOM brands, ensuring regulatory adherence in EU/UK markets. Collaborated on the migration of Expedia Group's micro-apps and services to a PCI-secured cluster, enabling ~$40M in annual audit cost savings. Led and coordinated efforts across multiple engineering teams to enable a seamless cancellation experience across various Expedia Group brands and business lines. Defined and supported tech and product strategies to build a smooth hotel change experience for Expedia Group-owned brands. Spearheaded cross-team technical investments to address technical debt, streamlining deployments and improving production code reliability. Designed and implemented process improvements driven by engineering capacity data to optimize resource utilization and team efficiency. Leading initiatives across multiple teams to enable post-booking upgrades and commitment options for lodging experiences across EG brands.

Partnering with Expedia Payments and Payments Product teams to enable digital wallets like Apple Pay and Masterpass, as well as alternative forms of payment such as Klarna and PayPal, across the Checkout experience for all products sold by Expedia and its affiliated brands.

Partnered with Expedia Product and Business Managers to enhance the overall Flights Checkout experience on Expedia, focusing on usability, performance, and conversion. Led the technical design and delivery of a new Flights Confirmation Page, including authoring clear BDD user stories with acceptance criteria, executing UAT and E2E testing plans, and facilitating web application development and deployment in a CI/CD environment.

Partnered on Test & Learn initiatives for the Checkout experience across all lines of business offered by Expedia and its affiliated brands. Collaborated with global engineering teams in Seattle, Hungary, and India to technically design and launch over 250 A/B tests over an 18-month period. Analyzed business scenarios and prepared UAT test cases to support the validation of newly developed features through A/B testing.

Trained 25 analysts for Level 3 Tier Support on monitoring and resolving issues in the Expedia Flight Pricing Platform (built in C++), and Level 2 Tier Support for the Expedia Deals Engine (running on Linux). Developed metrics and processes to measure customer impact during production incidents, improving response efficiency and prioritization. Designed predictive alerting systems and conducted root cause analyses using tools such as Splunk and SCOM.

Introduced Agile methodologies to operations at Expedia in 2014, enabling the successful onboarding of new support projects through iterative delivery, with defined tier support established in each sprint. Designed, developed, and implemented operational monitoring dashboards for production systems using tools such as Splunk, Graphite, Grafana, and SCOM. Built anomaly detection alerts for monitoring production software using Splunk and SCOM, leveraging Python and C++ for custom logic and automation.

Troubleshot eCommerce applications deployed in a multi-tiered SOA environment through forensic analysis of application log files and XML/JSON payloads using Splunk. Analyzed and debugged web user sessions using Tealeaf (Glassbox) session replay tools to identify usability issues and root causes. Orchestrated cross-functional operational support during outages and high-impact live site incidents, ensuring timely resolution and stakeholder communication.