Senior Product Manager, Loyalty

Expedia•San Jose, WA

21h•$173,000 - $261,500

About The Position

As Senior Product Manager in Loyalty at Expedia Group, you will own how loyalty value is communicated to members across the full journey, from pre-trip through shopping, booking, and post-trip engagement. You will define a messaging hierarchy, simplify a fragmented experience into one that is clear and personally relevant, and ensure member touchpoints communicate what loyalty is worth to them. The role focuses on BEX while designing scalable solutions that can be applied to other brands, and sits at the intersection of product, commercial strategy, and member experience. You will work with TEaL, XD, Loyalty Tech, and other product teams to translate a complex loyalty program into a simple, compelling story. You will use research, analytics, and experimentation to measure comprehension, activation, and repeat booking impact, and iterate on messaging strategies. The role also includes safely integrating AI-driven systems, tools, or workflows to improve member and business outcomes.

Requirements

8+ years of product management experience in consumer-facing products, including significant work on member, loyalty, or similar value-centric experiences.
Proven experience owning end-to-end messaging or member communication strategy, including defining hierarchies, frameworks, and cross-journey narratives.
Experience collaborating across commercial, design, and engineering stakeholders to align on product narratives and implement messaging at scale across multiple touchpoints or lines of business.
Familiarity with experimentation and iterative testing to measure messaging effectiveness, using data to refine what is shown, where, and when across the funnel.
Familiarity with AI-driven systems, tools, or workflows and applying AI/ML concepts to real-world products, including safely integrating and operating AI/ML-enabled solutions for personalization, targeting, or testing of loyalty messaging.

Nice To Haves

Experience leading loyalty or membership value communication across complex, multi-product or multi-brand ecosystems, with accountability for measurable improvements in engagement, activation, or repeat booking behavior.
Depth designing and evolving cross-line-of-business messaging rules and frameworks that balance consistency with contextual accuracy for hotels, flights, packages, cars, and activities in a global, high-scale environment.
Strong background partnering with research and analytics to design measurement frameworks for comprehension, behavior change, and long-term value, and using insights to inform product and messaging roadmaps.
Experience taking products or member-facing communication strategies from concept through launch to scaled adoption, including structured A/B testing, iterative optimization, and ongoing lifecycle management.
Hands-on experience leveraging AI/ML-enabled solutions to improve how, when, and where loyalty value is communicated, such as personalization, dynamic message selection, or automated experimentation, with a focus on safety, transparency, and member trust.

Responsibilities

Own the end-to-end loyalty messaging strategy across the member journey, defining a value-led hierarchy from pre-trip discovery through shopping, booking, and post-trip engagement.
Lead pre-booking and shopping messaging strategy so members see relevant earn, discount, or benefit messages when they can influence booking decisions.
Define and optimize post-booking and confirmation messaging so members understand what they earned, how loyalty benefits them, and why they should return for another trip.
Align loyalty messaging with BEX’s “win the whole trip” strategy, creating a coherent multi-line-of-business story across hotels, flights, packages, cars, and activities, with consistent but context-aware rules.
Partner with TEaL, XD, Loyalty Tech, and other product teams to develop member-facing narratives and scalable frameworks applicable across Expedia Group brands.
Use research, analytics, and experimentation to measure messaging comprehension, member activation, and repeat booking impact, and iterate on messaging strategies.
Safely integrate AI-driven systems, tools, or workflows that improve member and business outcomes.