Senior Product Manager - Contact Center Servicing Foundation

Expedia Group • Seattle, WA

2d

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. Senior Product Manager, Contact Center Servicing Foundation As a Senior Product Manager, you will orchestrate the development of cutting-edge travel products, harmonizing innovative solutions with user needs to solidify the company's market leadership. You'll mentor teams, integrate AI/ML advancements, and lead cross-functional efforts to actualize a data-informed, customer-centric product strategy. Your expertise will drive the creation of strategic roadmaps, foster influential stakeholder relationships, and elevate the travel experience through meticulous execution and visionary leadership. Are you passionate about transforming how millions of travelers and partners receive support? Join our Contact Center Servicing Foundation team as we reimagine the infrastructure that powers world-class customer service at scale. We're building the foundational capabilities that enable seamless, efficient, and delightful servicing interactions across every touchpoint. As AI transforms customer service, you'll identify and integrate AI-powered capabilities from automated routing to predictive analytics and agentic AI operations leveraging a variety of technologies. You'll collaborate with globally distributed engineering teams to drive innovation at scale.

Requirements

• Bachelor's degree in Business, Engineering, Computer Science, or related field; or equivalent experience
• 5+ years of Product Management experience delivering complex, cross-functional initiatives
• Experience with contact center platforms or customer experience products
• Proven ability to lead and influence across multiple stakeholder groups without direct authority
• Strong analytical skills with ability to derive actionable insights from data
• Experience collaborating with globally distributed teams across time zones
• Strong communication skills, able to translate technical concepts for diverse audiences
• Passion for travel and a keen interest in how AI is reshaping the industry

Nice To Haves

• Experience with Amazon Connect and/or Salesforce platforms for contact center operations
• Familiarity with AI/ML applications in contact centers (conversational AI, agent assist, intelligent routing)
• Understanding of contact center operations including workforce management and quality assurance
• Experience with data visualization and business intelligence tools
• Background in travel, hospitality, or high-volume consumer servicing environments

Responsibilities

• Lead cross-functional initiatives across multiple stakeholder and engineering teams to deliver foundational contact center improvements
• Prioritize and deliver AI servicing capabilities, balancing infrastructure investments with traveler and partner experience enhancements
• Drive operational insights strategy, enabling leaders to monitor performance and take action with real-time intelligence
• Maximize value from our technology partnerships by optimizing integrations and unlocking new capabilities
• Partner with globally distributed teams to modernize and scale contact center technology
• Collaborate with operations teams to translate frontline needs into product requirements
• Analyze servicing metrics and customer feedback to identify opportunities for improvement and measure the impact of product launches
• Develop business cases for servicing investments, articulating value to senior leadership

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
• 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
• Number of Employees: 5,001-10,000 employees