Senior Product Manager, Traveler Servicing Experience

Base Career; Seattle (WA); On-site; USD 173,000 - 277,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Employee Assistance Program

Wellness and travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a Senior Product Manager to lead traveler servicing experiences within the Traveler and Partner Service Platform. The role focuses on applying AI to resolve traveler issues before, during, and after trips with speed, accuracy, empathy, and appropriate human escalation.

You will define an AI-first product approach, own a strategic roadmap tied to resolution rate, handling time, and traveler trust, and collaborate across Help Center, chat, voice, web automation, and human

Qualifications

• 8+ years of experience with a bachelor's degree or 6+ years with a master's degree.
• Experience defining product vision, strategic roadmaps, outcomes, and KPIs.
• Ability to influence decisions through data-driven storytelling, communication, persuasion, negotiation, and alignment.
• Experience applying AI/ML, generative AI, and agentic workflows to resolution outcomes.

Responsibilities

• Define an AI-first, customer-first product approach for traveler issue resolution.
• Own a strategic roadmap tied to resolution rate, handling time, contact deflection, quality, and traveler trust.
• Coordinate AI capabilities across Help Center, chat, voice, web automation, and human-agent experiences.
• Partner with operations, engineering, data, product, and technology stakeholders to deliver resolution improvements.
• Drive adoption, value delivery, and business growth through improved customer experiences.

Skills

AI/ML

Product vision

Roadmapping

Data-driven storytelling

Stakeholder mgmt

UX judgment

Travel industry knowledge

Education

Bachelor's degree

Master's degree

Job description

Role overview

The Senior Product Manager will lead traveler servicing experiences within Expedia Group's Traveler and Partner Service Platform Product and Technology organization.

The role focuses on applying AI to resolve traveler issues before, during, and after trips with speed, accuracy, empathy, and appropriate human escalation.

Responsibilities

• Define an AI-first, customer-first product approach for traveler issue resolution.
• Own a strategic roadmap tied to resolution rate, handling time, contact deflection, quality, and traveler trust.
• Coordinate AI capabilities across Help Center, chat, voice, web automation, and human-agent experiences.
• Partner with operations, engineering, data, product, and technology stakeholders to deliver resolution improvements.
• Drive adoption, value delivery, and business growth through improved customer experiences.

Experience And Qualifications

• Bachelor's degree, master's degree, or equivalent related professional experience is required.
• The role requires 8 or more years of experience with a bachelor's degree or 6 or more years with a master's degree.
• Candidates must have experience defining product vision, strategic roadmaps, outcomes, and KPIs.
• Candidates must be able to influence decisions through data-driven storytelling, communication, persuasion, negotiation, and alignment.
• Experience applying AI/ML, generative AI, and agentic workflows to resolution outcomes is required.
• Experience with engineering and architecture design reviews, complex stakeholder management, and strong UX judgment is required.
• Airline or travel industry expertise is a plus.

Compensation

• The Seattle total cash range is $173,000 to $242,500 yearly.
• Pay may increase up to $277,000 based on demonstrated and sustained performance.
• Starting pay varies based on location, budget, knowledge, skills, and experience.

Benefits and perks

• Benefits include medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and IATAN membership.

About Expedia Group

Expedia Group operates consumer travel brands including Expedia, Hotels.com, and Vrbo, along with B2B travel and travel advertising businesses.