Senior Product Manager, Traveler Servicing Experience

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

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Employee Assistance Program

Wellness travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group seeks a Senior Product Manager for Traveler Servicing Experience in Seattle to lead AI-powered resolution initiatives. You will define a strategic roadmap, mentor cross-functional teams, and advance AI-enabled capabilities across channels to improve traveler outcomes and trust.

The role focuses on reducing traveler effort, improving first-contact resolution, and aligning with business growth. Strong UX focus and industry familiarity are valued.

Qualifications

• 8+ years experience for Bachelor's or 6+ years for Master's in product leadership.
• Ability to define a comprehensive vision and defensible strategic product roadmap linked to KPIs.
• Strong storytelling and influencing skills for stakeholders across functions.
• Experience applying AI/ML, automation, and AI-powered workflows to improve outcomes.

Responsibilities

• Define and orchestrate AI-powered resolution experiences across channels (Help Center, chat, voice).
• Own strategic roadmap expanding AI-enabled issue resolution while maintaining quality and traveler trust.
• Collaborate with AI Platform, experience, engineering, and data teams to unify resolution experiences.
• Drive data-informed product strategy and cross-functional alignment to reduce traveler effort.

Skills

AI/ML

Storytelling

Persuasion

Negotiation

Conflict resolution

Roadmap & KPIs

UX sensitivity

Education

Bachelor's or Master's or equivalent

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.Senior Product Manager, Traveler Servicing ExperienceThis role sits within Expedia Group's Traveler & Partner Service Platform (TPSP) Product & Technology group, which builds the product capabilities and experiences that power world-class customer service for travelers and partners. We are looking for a product leader who is passionate about applying AI to solve real problems for travelers when a trip doesn't go as planned, and who has a vision for resolving issues quickly, accurately, and with empathy across conversational AI, web automation, and human agents. This role will join a team that focuses on the end-to-end resolution experience for travelers who need help with issues that arise before, during, or after their trip from booking changes and cancellations to payment issues and day-of-trip disruptions.As a Senior Product Manager at Expedia, you will define and orchestrate the AI-powered resolution experiences, pairing emerging technology with a deep understanding of traveler needs to reduce the effort it takes to get an issue resolved. You'll build the roadmap for expanding what AI can resolve end-to-end, mentor and influence cross-functional teams, and drive a data-informed, customer-centric product strategy that raises the bar for what \"good resolution\" looks like.In this role you will:Adopt an AI-First, Customer-First Mindset: Your approach to product development will be rooted in understanding what a traveler needs when something goes wrong. You'll use AI/ML, automation, and general product sense to transform resolution of issues to better meet traveler needs.Own a Roadmap: You will define and defend a strategic roadmap that expands the range of trip issues travelers can resolve without waiting for a human agent, improving first-contact resolution and reducing handling time while holding the line on resolution quality and traveler trust.Strategic Partnership and Collaboration: You will work closely with the AI Platform team and cross-functional experience, engineering, and data teams to integrate AI capabilities and unify the resolution experience across channels — Help Center, chat, and voice.Stakeholder Engagement: You will work with internal stakeholders (customer service operations, engineering, other product managers) and, where relevant, technology partners to identify short-term wins and long-term investments that lead to accurate, complete, and successful resolution experiences.Focus on Business Growth: Your work in resolving traveler issues quickly and accurately will directly reduce customer effort at the moments that matter most in a trip, building trust and loyaltyExperience and Qualifications:You have a Bachelor's or Master's or equivalent related professional experience, 8+ years for Bachelor's, 6+ years for Master's.You own creation of a comprehensive vision and defensible strategic product roadmap that maps target outcomes and KPIs (e.g., resolution rate, handling time, contact deflection) to delivery milestones.You have set product metrics to align with the product vision and are accountable for individual and team performance; able to tell data-driven stories that influence product decision-making and prioritization.You are skilled in storytelling, persuasion, negotiation, conflict resolution and driving organizational alignment and strategic product leadership through communication; able to convincingly communicate & defend narrative to stakeholders in a clear, concise, and compelling manner.You ensure adoption and value delivery through collaboration with internal teams (e.g., Operations, Traveler Experiences, B2B as relevant); develop go-to-market and/or change strategies informed by a compelling value proposition for end users.You have identified and delivered on opportunities to apply AI/ML — including generative AI and agentic workflows — to improve resolution outcomes, and you know where automation should defer to a human.You have participated in engineering and architecture design and review processes to enable the long-term product vision and ensure solutions that limit future tech debt.You have taken ownership of managing complex stakeholder landscapes, balancing diverse interests to drive successful product outcomes on complex, cross-functional teams.You have a strong UX sensibility and attention to detail, especially in high-stress, in-trip moments where clarity and trust matter most.You are an expert and/or experience in the Airline or Travel industry is a plus.#LI-MC1The total cash range for this position in Seattle is $173,000.00 to $242,500.00. Employees in this role have the potential to increase their pay up to $277,000.00, 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 perksExpedia 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 requestsExpedia 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 GroupExpedia 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 noticeEmployment 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 OpportunityExpedia 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.