Senior Product Manager, Traveler Servicing Experience

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

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 Experience

This 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 loyalty

Experience 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