AI-First Traveler Resolution Product Lead

Expedia Group; Seattle (WA); On-site; USD 173,000 - 243,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a Senior Product Manager for Traveler Servicing Experience to lead AI-powered resolution experiences across channels, improving traveler outcomes. You will own the roadmap, mentor teams, and drive a data-informed product strategy that reduces effort and enhances trust during travel disruptions.

The role emphasizes AI/ML adoption, end-to-end experience optimization, and collaboration with Operations, Traveler Experiences, and B2B partners.

Qualifications

• Bachelor's or Master's or equivalent related professional experience.
• 8+ years for Bachelor's, 6+ years for Master's.
• Experience creating a comprehensive vision and defensible strategic product roadmap with KPIs.
• Ability to set product metrics and tell data-driven stories that influence decisions.
• Strong storytelling, persuasion, negotiation and stakeholder alignment skills.
• Proven collaboration with Operations, Traveler Experiences, B2B and other teams; ability to drive go-to-market/change strategies.
• Experience applying AI/ML, including generative AI and agentic workflows, to improve resolution outcomes.

Responsibilities

• Adopt an AI-First, Customer-First mindset to define product development.
• Own a strategic roadmap expanding AI-enabled issue resolution without human agents.
• Collaborate with AI Platform and cross-functional teams to unify resolution experiences across channels.
• Engage stakeholders to identify short-term wins and long-term investments for accurate resolutions.
• Focus on business growth by reducing customer effort and increasing traveler trust.

Skills

Product strategy

Data storytelling

Cross-functional leadership

AI/ML experience

UX sensitivity

Stakeholder management

Engineering collaboration

Travel industry knowledge

Education

Bachelor's degree or equivalent

Master's degree or equivalent

Job description

Expedia Group is seeking a Senior Product Manager for Traveler Servicing Experience to lead AI-powered resolution experiences across channels, improving traveler outcomes. You will own the roadmap, mentor teams, and drive a data-informed product strategy that reduces effort and enhances trust during travel disruptions.

The role emphasizes AI/ML adoption, end-to-end experience optimization, and collaboration with Operations, Traveler Experiences, and B2B partners.