Principal Product Manager, Self-Service

Expedia Group • Seattle, WA

1d • $224,000 - $313,500

About The Position

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us. Principal Product Manager, Self-Service We are looking for a Principal Product Manager, Self-Service to lead the end-to-end product strategy for post-booking and self-service experiences across all product lines and brands. This leader will define how Expedia becomes known for stress-free, confidence-inspiring trip management that gives travelers maximum flexibility and control after they book, while materially improving self-service rate, reducing human agent contacts, and increasing long-term repeat behavior and loyalty. You will build and evolve a platform that routes every traveler to the best place for their post-booking need and guarantees a unified, max-flex experience across every trip item—meeting or exceeding what they’d get via direct channels and competitors. You will leverage AI-powered personalization, deep travel knowledge, and customer-centric policies to proactively anticipate needs, surface the right options at the right time, and make changes, cancellations, upgrades, and add-ons effortless. In this highly visible role, you will partner across product, design, data, AI/ML, and global customer operations to turn service excellence into a durable competitive advantage in an AI-first world. You will ensure our self-service and post-booking platform is flexible, state-aware, and adaptive across web, app, virtual agent, and voice channels—so that travelers always know what to do next, feel supported end-to-end, and choose Expedia again and again.

Requirements

• 10+ years of product management experience, including several years at Staff/Principal (or equivalent) level.
• Proven track record leading complex, cross-functional initiatives and owning portfolios end-to-end.
• Deep experience building self-service, support, or post-purchase experiences at scale.
• Strong understanding of contact drivers, operations models, and cost-to-serve dynamics.
• Demonstrated success improving key metrics (e.g., self-service rate, contact propensity, NPS, retention).
• Exceptional problem-solving and systems thinking skills; ability to structure ambiguity and deliver durable solutions.
• Excellent communication and influence skills, including experience engaging VP+ stakeholders.
• Customer-centric and data-driven, with proficiency in analytics tools and experimentation frameworks

Nice To Haves

• Experience in travel, marketplaces, consumer platforms, or other highly complex, high-scale environments.
• Experience working with AI/ML-powered experiences (e.g., recommendation systems, virtual agents, personalization, decisioning engines).
• Background working closely with customer operations/contact centers and understanding efficiency and quality metrics.

Responsibilities

• Translate company goals into an outcome-driven roadmap focused on experience, cost-to-serve, and loyalty.
• Drive measurable improvements in self-service adoption, contact reduction, and key metrics like resolution time and repeat booking behavior.
• Prioritize high-impact journeys (e.g., change/cancel, refunds, disruptions) and systematically shift demand from human to self-service.
• Coordinate execution across brands and lines of business, creating scalable patterns and platforms while enabling brand-specific experiences.
• Partner with design, research, and AI/ML teams to deliver simple, transparent, mobile-first experiences and intelligent automation.
• Blend self-service, virtual agent, and human support to maximize resolution, satisfaction, and efficiency.
• Act as the single-threaded leader for self-service, influencing senior leadership and aligning cross-functional priorities.
• Mentor product managers and elevate practices in discovery, experimentation, and outcome-driven road mapping.
• Foster a culture of continuous improvement, customer-centricity, and operational excellence.

Benefits

• full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey
• medical/dental/vision
• paid time off
• Employee Assistance Program
• wellness & travel reimbursement
• travel discounts
• International Airlines Travel Agent (IATAN) membership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed