Sr Product Manager, Customer Identity

Expedia•Seattle, WA

131d•Hybrid

About The Position

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

Responsibilities

Adopt a Customer-First, Security-Forward Mindset. Approach product development with a deep understanding of traveler needs and the critical importance of trust and security in service workflows. Ensure identification and verification are frictionless, accurate, and optimized for both human agents and agentic AI experiences.
Drive the Strategy and Roadmap for Customer Identification & Verification. Own the product vision and roadmap for improving caller identity recognition, multi-modal verification workflows, and intelligent authentication mechanisms. Explore AI-forward approaches—such as behavioral signals, contextual data, and LLM-aided identity decisioning—to increase identification and verification success rates.
Identify, Define, and Own KPIs for Identification & Verification. Develop the KPI framework and success metrics required to measure identification and verification performance across all service entry points. You will define the right quantitative signals (e.g., ID rate, verified rate, confidence scores, deflection, containment impact), build dashboards in partnership with analytics and engineering teams, and ensure the business has clear visibility into trends, risks, and opportunities. You will own the continuous improvement loop powered by these metrics.
Strategically Partner Across Expedia’s Identity & Customer Service Ecosystem. Collaborate closely with the central Identity Platform team to leverage existing capabilities, identify gaps, shape platform enhancements, and jointly deliver a cohesive identity strategy. Partner with engineering, operations, experience design, data science, and security/privacy teams to deliver high-impact solutions.
Enable Secure, Efficient AI-Driven Customer Service. Define how identification and verification must evolve for agentic AI experiences. Develop methods that allow AI agents to securely identify customers, conduct verification, and adapt authentication steps dynamically based on risk level, channel, and context.
Stakeholder Engagement & Change Leadership. Work extensively with customer service, engineering, product, operations, and incident/security teams to align on priorities, identify short-term levers, and build long-term capabilities that improve service outcomes, reduce fraud, and reduce customer effort.