Director, Product Management, Communications and CRM

Expedia•San Jose, WA

12d

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.