Senior Product Manager, Traveler Servicing Experience

Expedia•Seattle, WA

4d•$173,000 - $277,000

About The Position

The Senior Product Manager will join Expedia Group's Traveler & Partner Service Platform Product & Technology group, which builds product capabilities and experiences for customer service. The role focuses on end-to-end resolution experiences for travelers who need help before, during, or after a trip, including booking changes and cancellations, payment issues, and day-of-trip disruptions. The product leader will define and orchestrate AI-powered resolution experiences that combine emerging technology with an understanding of traveler needs. They will build a roadmap for expanding the issues AI can resolve end-to-end, influence cross-functional teams, and lead a data-informed, customer-centric product strategy designed to reduce traveler effort while maintaining resolution quality and trust. The experience will span conversational AI, web automation, human agents, and channels such as the Help Center, chat, and voice. The role collaborates with AI Platform, experience, engineering, data, and customer service operations teams, as well as technology partners where relevant. It is accountable for aligning product metrics and delivery to strategic outcomes, encouraging adoption and value delivery, and applying AI/ML—including generative AI and agentic workflows—where appropriate while recognizing when to defer to human support.

Requirements

Bachelor's degree, Master's degree, or equivalent related professional experience.
At least 8 years of experience with a Bachelor's degree, or at least 6 years with a Master's degree.
Experience creating a comprehensive product vision and defensible strategic roadmap tied to target outcomes, KPIs, and delivery milestones.
Experience setting product metrics aligned with product vision and accountability for individual and team performance.
Ability to tell data-driven stories that influence product decisions and prioritization.
Strong storytelling, persuasion, negotiation, conflict resolution, communication, and organizational alignment skills.
Ability to communicate and defend a product narrative clearly, concisely, and compellingly to stakeholders.
Experience collaborating with internal teams such as Operations, Traveler Experiences, and B2B to ensure adoption and value delivery.
Experience developing go-to-market and/or change strategies informed by an end-user value proposition.
Experience applying AI/ML, including generative AI and agentic workflows, to improve resolution outcomes, with judgment about when automation should defer to a human.
Experience participating in engineering and architecture design and review processes, with attention to limiting future technical debt.
Experience managing complex stakeholder landscapes and balancing diverse interests on complex cross-functional teams.
Strong UX sensibility and attention to detail, particularly in high-stress, in-trip moments where clarity and trust are important.

Nice To Haves

Expertise or experience in the airline or travel industry.

Responsibilities

Adopt an AI-first, customer-first approach to product development, using AI/ML, automation, and product judgment to improve resolution of traveler issues.
Define and defend a strategic roadmap that expands the range of trip issues travelers can resolve without waiting for a human agent.
Improve first-contact resolution and reduce handling time while maintaining resolution quality and traveler trust.
Partner with the AI Platform team and cross-functional experience, engineering, and data teams to integrate AI capabilities and unify resolution across Help Center, chat, and voice.
Engage customer service operations, engineering, other product managers, and relevant technology partners to identify near-term wins and longer-term investments.
Create a product vision and roadmap that connect target outcomes and KPIs to delivery milestones.
Set product metrics aligned with the product vision and use data-driven narratives to influence decisions and prioritization.
Collaborate with internal teams to drive adoption and value delivery, and develop go-to-market or change strategies informed by end-user value propositions.
Identify and deliver opportunities to use AI/ML, including generative AI and agentic workflows, while determining where automation should defer to a human.
Participate in engineering and architecture design and review processes to support the long-term product vision and limit future technical debt.
Manage complex stakeholder landscapes and balance diverse interests to achieve product outcomes on cross-functional teams.
Mentor and influence cross-functional teams and communicate product strategy to stakeholders.
Improve traveler issue resolution to reduce customer effort, build trust, and support loyalty.