Senior Product Manager, Loyalty

Expedia Group•San Jose, CA

4d•$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 the messaging hierarchy, simplify fragmented experiences into clear and personally relevant communications, and ensure each member touchpoint reflects the value of loyalty. The primary focus is BEX, while designing scalable solutions applicable to other brands. The role sits at the intersection of product, commercial strategy, and member experience. You will collaborate with TEaL, XD, Loyalty Tech, and other product teams to turn a complex loyalty program into a simple, compelling story. You will use research, analytics, and experimentation to assess comprehension, member activation, and repeat-booking impact, and safely integrate AI-driven systems, tools, or workflows that 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—not only feature delivery.
Demonstrated 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 and use 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 that enhance 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 in 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 robust measurement frameworks for comprehension, behavior change, and long-term value, and using insights to inform product and messaging roadmaps.
Demonstrated 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 earning, discount, or benefit messages when they can most 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 by creating a coherent, multi-line-of-business story across hotels, flights, packages, cars, and activities.
Establish consistent but context-aware messaging rules for different lines of business.
Partner with TEaL, XD, Loyalty Tech, and other product teams to translate the loyalty program into member-facing narratives and scalable frameworks for Expedia Group brands.
Use research, analytics, and experimentation to measure messaging comprehension, member activation, and repeat-booking impact.
Iterate on messaging strategies and safely integrate AI-driven systems, tools, or workflows to improve member and business outcomes.