Director, Product Management, Communications and CRM

Expedia, Inc.; San Jose (CA); Hybrid; USD 242,000 - 339,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Wellness and travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a Director of Product Management for Communications and CRM in San Jose. You will define strategy and roadmaps for CRM, personalisation, and customer communications across channels, partnering with Engineering, Data, Marketing, and Legal to drive measurable outcomes.

You will lead a high-performing team, evaluate build/buy/configure decisions on Salesforce platforms, and safely integrate AI/ML-enabled solutions to improve engagement and compliance.

Qualifications

• 10+ years of product management experience with a Masters, 12+ with a Bachelors, or equivalent related professional experience
• Experience leading CRM, customer engagement, marketing tech, or related domains
• Experience growing product teams, goals, rhythms, and career development
• Ownership of multi-product strategy with cross-functional alignment
• Technical fluency across APIs, data models, identity, privacy, and analytics

Responsibilities

• Define and execute product vision, strategy, roadmap, and investment priorities for CRM and customer communications
• Lead evolution of data, marketing automation, messaging, journey orchestration, experimentation, and analytics
• Partner with Engineering and Data to improve activation, consent, data quality, APIs, and platform architecture
• Establish scalable discovery, intake, requirements, delivery, adoption, and operating practices
• Make build/buy/configure decisions across Salesforce and other platforms while aligning stakeholders
• Lead, coach, and develop a high-performing product team and integrate AI/ML-enabled solutions

Skills

Product management

Cross-functional leadership

APIs

Data models

Personalization

Education

Master's degree or equivalent

Bachelor's degree

Tools

Salesforce Marketing Cloud

Salesforce Data Cloud

AI/ML tooling

Job description

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Director of Product Management, Communications and CRM

Introduction to the Team:

Expedia Group is seeking a Director of Product Management to lead the strategy, roadmap, execution, and people development for customer relationship management (CRM) and communications products.

This leader will shape how Expedia Group delivers personalized, timely, measurable, and compliant customer communications across email, push, SMS, in-product, transactional, and emerging channels. The role will partner closely with Product, Engineering, Data, Marketing, Analytics, Legal, Privacy, and Operations teams.

In this role, you will:

• Define and execute the product vision, strategy, roadmap, and investment priorities for CRM and customer communications products across email, push, SMS, in-product, transactional, and emerging channels.
• Lead the evolution of customer data, marketing automation, messaging, personalization, journey orchestration, experimentation, and analytics capabilities to deliver measurable customer and business outcomes.
• Partner with Engineering and Data teams to improve audience activation, identity, consent, preferences, suppression, data quality, measurement, APIs, integrations, data models, and platform architecture.
• Establish scalable product discovery, intake, prioritization, requirements, delivery, adoption, and operating practices that improve speed, quality, reliability, compliance, and customer experience.
• Evaluate build, buy, and configure decisions across Salesforce and comparable enterprise platforms while aligning stakeholders on priorities, tradeoffs, risks, and outcomes.
• Lead, coach, and develop a high-performing product team while safely integrating and operating AI/ML-enabled solutions that improve customer engagement and product-team effectiveness.

Minimum Qualifications:

• 10+ years of product management experience with a Masters, 12+ with a Bachelors, or equivalent related professional experience
• Significant product management experience leading multiple products, platforms, or interconnected capabilities within CRM, customer engagement, marketing technology, communications, data, or a related technical domain.
• Demonstrated experience managing, developing, and scaling product teams, including setting goals, decision rights, operating rhythms, and career-development plans.
• Experience owning product strategy and execution across a multi-product or platform scope, with accountability for prioritization, delivery, adoption, and measurable customer and business outcomes.
• Strong technical fluency across APIs, data models, integrations, identity, platform architecture, customer data, personalization, journey orchestration, experimentation, analytics, and privacy.
• Experience with Salesforce Marketing Cloud, Salesforce Data Cloud, or comparable enterprise platforms, along with familiarity with AI-driven systems, tools, or workflows and applying AI/ML concepts to real-world products.

Preferred Qualifications:

• Demonstrated experience applying AI/ML-enabled automation and responsible AI practices to personalization, customer communications, engagement optimization, or product-team workflows.
• Experience leading CRM and communications product portfolios at scale across multiple channels, customer journeys, enterprise platforms, and stakeholder groups.
• Proven ability to establish architecture-informed product direction and make effective build, buy, and configure decisions across complex integrations, data ecosystems, identity, consent, and measurement capabilities.
• Track record of using experimentation, analytics, and operational metrics to improve customer engagement, product adoption, reliability, compliance, and business performance.
• Experience creating scalable product operating models, developing diverse product talent, and influencing executive stakeholders through clear tradeoff, risk, prioritization, and investment recommendations.

The total cash range for this position in Seattle is $224,000.00 to $313,500.00. Employees in this role have the potential to increase their pay up to $358,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.
The total cash range for this position in San Jose is $242,000.00 to $338,500.00. Employees in this role have the potential to increase their pay up to $387,000.00, 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.

Benefits and perks

Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity

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, veteran status, or any other characteristic protected by law. 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.