AI-Driven Proactive Servicing Product Leader

Expedia; Seattle (WA); On-site; USD 224,000 - 314,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Travel discounts

IATAN membership

Job summary

Expedia Group in Seattle seeks a Principal Product Manager to own AI-powered supplier resolution strategy within Proactive Servicing. You will lead cross-functional teams across engineering, data science, and operations to architect scalable AI-enabled resolutions for disruptions.

The role requires deep expertise in AI/ML, KPI-driven product optimization, and strong stakeholder communication with senior leadership. A zero-to-one strategy across multiple workstreams will be expected.

Qualifications

• Bachelor's, Master's, or equivalent related professional experience; 12+ years for Bachelor's, 10+ years for Master's.
• Proven experience leading AI/ML-powered products with deep expertise in model areas such as conversational AI or LLM-driven decisioning.
• Ability to define and launch a zero-to-one strategy across multiple workstreams with significant business impact.
• Experience with outbound communications, proactive messaging, or outbound voice systems preferred.
• Strong data analytics, experimentation, and KPI-driven optimization capabilities.

Responsibilities

• Own the Zero-to-One Vision and Strategy for Supplier Resolution with AI-driven proactive resolution of travel disruptions.
• Drive a Complex, Multi-Workstream Roadmap across supplier engagement, workflows, operations, AI agents, and platform capabilities.
• Lead Resolution Design and AI/ML Solution Strategy translating SOPs into scalable strategies.
• Define and own KPIs for automation rate, resolution success, time-to-resolution, and cost to serve.
• Lead program execution and communicate progress to senior leaders with scalable model design.
• Partner with Engineering and Data Science on resolution architecture and AI orchestration.
• Shape responsible, trustworthy supplier resolution experiences with guardrails and auditable interactions.

Skills

AI/ML products

Conversational AI

LLM-driven decisioning

Data analytics

KPI-driven optimization

Architecting AI platforms

Stakeholder management

Education

Bachelor's degree

Master's degree

Job description

Expedia Group in Seattle seeks a Principal Product Manager to own AI-powered supplier resolution strategy within Proactive Servicing. You will lead cross-functional teams across engineering, data science, and operations to architect scalable AI-enabled resolutions for disruptions.

The role requires deep expertise in AI/ML, KPI-driven product optimization, and strong stakeholder communication with senior leadership. A zero-to-one strategy across multiple workstreams will be expected.