Principal AI-Driven Proactive Servicing Product Leader

Traveltechessentialist; Washington (District of Columbia); On-site; USD 224,000 - 314,000; Full time

Job summary

Expedia Group seeks a Principal Product Manager for Proactive Servicing within TPSP to shape AI-powered supplier resolution across travel disruptions. You will own the long-term vision, orchestrate cross-functional execution with engineering, data science, and operations, and influence senior leaders on feasibility and tradeoffs.

You will architect scalable, reusable resolution patterns, define success metrics, and drive end-to-end delivery while upholding Expedia’s responsible AI standards.

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 (e.g., conversational AI, LLM-driven decisioning) and ability to influence high-level stakeholders.
• Demonstrated ability to define and launch a zero-to-one strategy across multiple workstreams with significant business impact.
• Experience with outbound communications, proactive/triggered messaging, or outbound voice/calling systems is strongly preferred.
• Deep understanding of data analytics, experimentation, and KPI-driven optimization with measurement frameworks.
• Experience working closely with engineering leaders on architecture, platform evolution, and managing tradeoffs and debt.
• Strong business acumen with experience owning product outcomes tied to efficiency, cost reduction, or contact avoidance.
• Exceptional communication and influence skills across senior stakeholders in ambiguous problem spaces.
• Experience coaching and mentoring product managers.
• Travel, hospitality, marketplaces, or partner-facing platforms experience is a strong plus.

Responsibilities

• Own the Zero-to-One Vision and Strategy for Supplier Resolution. Define AI-driven proactive supplier resolution across moments and interactions.
• Drive a Complex, Multi-Workstream Roadmap across supplier engagement, resolution workflows, servicing operations, AI agents, and platform capabilities.
• Lead Resolution Design and AI/ML Solution Strategy with SOPs and scalable strategies for automation.
• Define and Own KPIs for Supplier Resolution, measuring automation rate, time-to-resolution, quality, and cost to serve.
• Lead Program Execution and Senior Leadership Communication, delivering progress and risk assessments to executives.
• Partner Deeply with Engineering and Data Science on Resolution Architecture, turning point solutions into reusable capabilities.
• Shape Responsible, Trustworthy Supplier Resolution Experiences with guardrails for confidence, escalation, and AI use.

Skills

AI/ML-powered products

Stakeholder influence

Cross-functional leadership

Data analytics

KPI optimization

Executive communication

Mentoring product managers

Education

Bachelor's/Master's or equivalent

Job description

Expedia Group seeks a Principal Product Manager for Proactive Servicing within TPSP to shape AI-powered supplier resolution across travel disruptions. You will own the long-term vision, orchestrate cross-functional execution with engineering, data science, and operations, and influence senior leaders on feasibility and tradeoffs.

You will architect scalable, reusable resolution patterns, define success metrics, and drive end-to-end delivery while upholding Expedia’s responsible AI standards.