Sr Product Manager, Customer Identity

Expedia Group • Seattle, WA

3d • $173,000 - $242,500

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. Sr Product Manager, Customer Identity This role sits within Expedia’s Traveler & Partner Service Platform (TPSP) Product & Technology organization, which builds the core capabilities and experiences that power customer service across the global Expedia ecosystem. We enable travelers and partners to receive world-class support through a combination of human assistance and AI-driven service experiences. We are looking for a product leader who is passionate about secure, effortless customer servicing and has a strong vision for how identity, verification, and AI intersect to reduce customer effort and increase operational efficiency. This role focuses on driving the strategy and roadmap for customer identification and verification across all TPSP touchpoints—voice, chat, and emerging agentic AI channels. As a Senior Product Manager at Expedia, you will define and orchestrate impactful identity and verification capabilities, harmonizing innovative technology solutions with user needs to strengthen trust, safeguard customer accounts, and ensure a seamless service experience. You will mentor teams, integrate AI/ML advancements, and influence partner teams across the broader Expedia ecosystem—including the central Identity Platform—to deliver measurable improvements in identification accuracy, verification rates, and customer effort reduction. Your work will directly enable the future of agentic AI servicing, where accurate and secure identification is foundational to allowing AI agents to resolve customer needs.

Requirements

• Bachelor’s, Master’s, or equivalent related professional experience (8+ years for Bachelor’s, 6+ years for Master’s).
• Proven experience managing AI-forward or ML-enabled products, ideally in identity, authentication, risk, fraud, customer service, or adjacent domains.
• Demonstrated success creating a comprehensive product vision and roadmap aligned to measurable outcomes and KPIs.
• Experience defining product metrics, shaping KPI frameworks, building dashboards, and driving decision-making through data.
• Strong ability to tell clear, compelling, data-driven stories that influence prioritization, technology investments, and stakeholder alignment.
• Skilled in storytelling, persuasion, negotiation, conflict resolution, and driving organizational alignment across complex landscapes.
• Experience participating in engineering and architecture review processes to ensure scalable solutions aligned with long-term product vision.
• Ability to manage complex stakeholder environments, balancing diverse priorities to deliver successful product outcomes.
• Strong UX sensibility and attention to detail, especially in designing frictionless and secure verification flows.

Nice To Haves

• Experience with identity platforms, authentication technologies (MFA, device intelligence, behavioral analytics), or security/privacy best practices is a strong plus.
• Experience in the airline or travel industry is a plus.

Responsibilities

• Adopt a Customer-First, Security-Forward Mindset.
• Drive the Strategy and Roadmap for Customer Identification & Verification.
• Identify, Define, and Own KPIs for Identification & Verification.
• Strategically Partner Across Expedia’s Identity & Customer Service Ecosystem.
• Enable Secure, Efficient AI-Driven Customer Service.
• Stakeholder Engagement & Change Leadership.

Benefits

• 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.
• Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program.
• To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level