Senior Product Manager - Contact Center Servicing Foundation

Expedia Group•Seattle, WA

3d•Hybrid

About The Position

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