Principal Product Manager

Expedia•Seattle, WA

About The Position

This role sits within Expedia’s Traveler & Partner Service Platform (TPSP) Product & Technology organization, which builds the core capabilities and experiences that power customer service across the Expedia ecosystem. We are looking for a highly influential product leader to define and own, end-to-end, Expedia’s strategy for agentic traveler resolution within Proactive Servicing. This is a strategy mandate spanning multiple workstreams — traveler resolution journeys, proactive communications, decision and choice experiences, servicing operations, AI agents, and the underlying AI/ML capabilities — with accountability for execution across all of them. As a Principal Product Manager, you will architect the long-term vision for AI-powered traveler resolution, drive complex cross-functional execution across engineering, data science, design, and operations, and represent this program with senior leadership. You will operate as an indispensable individual contributor, shaping how proactive traveler resolutions are designed, automated, governed, measured, and scaled across TPSP.

Requirements

Bachelor’s, Master’s, or equivalent related professional experience — 12+ years for Bachelor’s, 10+ years for Master’s
Proven experience leading AI/ML-powered products with deep expertise in one or more model areas (e.g., conversational AI, agentic AI, LLM-driven decisioning/personalization) — able to influence high-level stakeholders on feasibility and tradeoffs, not just consume model output
Demonstrated ability to define and launch a zero-to-one strategy across multiple workstreams with significant business impact — distinct from optimizing an existing product line
Deep understanding of data analytics, experimentation, and KPI-driven optimization, including building measurement frameworks for capabilities without established baselines
Experience working closely with engineering and design leaders on architecture, platform evolution, experience design, and managing technical tradeoffs and debt
Strong business acumen, including experience owning product outcomes tied to customer experience, automation, efficiency, cost reduction, or contact avoidance
Exceptional communication and influence skills, with experience driving alignment across senior stakeholders and executive audiences in ambiguous, undefined problem spaces
Ability to operate effectively in high-stakes environments requiring judgment, negotiation, and risk-taking absent a pre-existing playbook
Experience coaching and mentoring product managers

Nice To Haves

Experience with proactive customer experiences, triggered communications, intelligent recommendations, decision/choice experiences, or automated servicing strongly preferred
Experience in travel, hospitality, marketplaces, or customer-facing platforms is a strong plus

Responsibilities

Own the Zero-to-One Vision and Strategy for Traveler Resolution. Define the strategy for AI-driven proactive resolution of travel disruptions: determine how travelers should be informed, when and how they should be engaged, what choices or actions they should have, and the AI/ML capabilities required. Build reusable resolution experience patterns—not bespoke experiences—for a scalable portfolio of servicing moments.
Drive a Complex, Multi-Workstream Roadmap. Own a roadmap across traveler journeys, proactive communications, decision and choice experiences, resolution workflows, servicing operations, AI agents, and platform capabilities. Sequence dependencies, align teams and partners, surface risks, and drive seamless, trusted, increasingly autonomous resolution.
Lead Resolution Experience Design and AI/ML Solution Strategy. Partner with servicing operations and the Supplier Resolution team to translate resolution strategies into intuitive traveler experiences. Lead AI/ML solutions using expertise in agentic AI, conversational AI, LLM-driven decisioning/personalization, or intelligent experience orchestration.
Define and Own KPIs for Traveler Resolution. Set metrics for resolution completion, automation/containment, traveler effort, engagement, satisfaction, contact avoidance, and cost to serve. Build measurement infrastructure with analytics, engineering, design, and operations to continuously improve traveler outcomes.
Lead Program Execution and Senior Leadership Communication. Own end-to-end execution and communicate progress, risks, tradeoffs, and business impact to senior leaders. Create clarity across varied travel disruptions and resolution scenarios while building a scalable model for new traveler resolution experiences.
Partner Deeply with Engineering, Design, and Data Science on Resolution Architecture. Influence architecture for proactive communications, traveler decisioning, choice/approval workflows, AI-agent interactions, personalization, status and progress experiences, escalation, and measurement. Turn point solutions into reusable experience capabilities; track industry trends and guide evaluation, tuning, and continuous improvement.
Shape Responsible, Trustworthy Traveler Resolution Experiences. Define guardrails for transparency, confidence, consent, traveler choice, personalization, escalation, failure recovery, and appropriate AI use. Ensure proactive AI experiences are trustworthy, explainable, and aligned with Expedia’s responsible AI standards—especially when AI is making recommendations or taking actions that affect a traveler’s trip.