AI-First Traveler Resolution Product Lead

Expedia; Washington; On-site; USD 150,000 - 210,000; Full time

Job summary

Expedia Group's Traveler & Partner Service Platform team seeks a Senior Product Manager to define and orchestrate AI-powered resolution experiences for travelers and partners. You will shape a strategic roadmap, mentor cross-functional teams, and drive a data-informed, customer-centric product strategy that raises the bar for expedience and empathy in issue resolution across channels.

You will apply AI/ML, automation, and human collaboration to resolve trip issues quickly and accurately,

Qualifications

• Experience and vision to create a comprehensive product roadmap with measurable KPIs (e.g., resolution rate, handling time, contact deflection).
• Ability to tell data-driven stories that influence product decisions and prioritization.
• Storytelling, persuasion, negotiation and driving organizational alignment.
• Experience collaborating with Operations, Traveler Experiences, and B2B teams.
• Identifying opportunities to apply AI/ML, including generative AI and agentic workflows, to improve outcomes.
• Participation in engineering and architecture design reviews to enable long-term product vision.
• Ownership of managing complex stakeholder landscapes to drive successful outcomes.

Responsibilities

• Adopt an AI-First, Customer-First mindset and use AI/ML, automation, and product sense to resolve traveler issues.
• Own a strategic roadmap expanding self-resolution of trip issues without human agents, improving first-contact resolution.
• Collaborate with AI Platform, experience, engineering, and data teams to integrate AI capabilities across channels.
• Engage with internal stakeholders to identify short-term wins and long-term investments for accurate resolutions.
• Focus on business growth by reducing traveler effort and increasing trust and loyalty.

Skills

AI/ML

Roadmap development

Stakeholder engagement

Data-driven decision making

Education

Bachelor's or Master's degree

Job description

Expedia Group's Traveler & Partner Service Platform team seeks a Senior Product Manager to define and orchestrate AI-powered resolution experiences for travelers and partners. You will shape a strategic roadmap, mentor cross-functional teams, and drive a data-informed, customer-centric product strategy that raises the bar for expedience and empathy in issue resolution across channels.

You will apply AI/ML, automation, and human collaboration to resolve trip issues quickly and accurately,