• United States - Washington - Seattle

• Technology

• Full-Time Regular

• 11/03/2025

• ID # R-95704

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, AI Assisted Agent Experience

This role sits within Expedia's Traveler & Partner Service Platform (TPSP) Product & Technology group which builds product capabilities and experiences for customer service, enabling travelers and partners to receive a world class service experience. We are looking for a product leader who is passionate about the customer servicing experience and has vision for how to innovate and build AI-forward experiences that reduce customer effort. This role focuses on building 'human-in-the-loop' experiences for customer service agents leveraging AI capabilities to assist them while they support travelers and B2B customers.

As a Senior Product Manager at Expedia, you will define and orchestrate impactful experiences, harmonizing innovative technology 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.

In this role you will:

• Adopt a Customer-First Mindset: Your approach to product development will be deeply rooted in understanding and prioritizing the needs and expectations of the traveler. By focusing on the end-to-end (E2E) customer experience, you will ensure that the tools agents use contribute to a seamless and positive journey for the traveler.
• Strategic Partnership and Collaboration: You will play a crucial role in shaping the product strategy partnering closely various cross-functional teams including other product managers, scientists, experience designers, and engineers. This collaboration will be essential to leverage technologies like AI and integrate different aspects of the customer experience to deliver cohesive and innovative solutions.
• Stakeholder Engagement: You will work extensively with both internal stakeholders (e.g., customer service operations, engineering teams, other product managers) and external stakeholders (potentially technology partners or vendors). This collaboration will be vital for identifying short-term wins and long-term strategic product features that lead to excellent, accurate, complete, and successful customer service experiences for travelers interacting with human agents.
• Focus on Business Growth: Ultimately, your work in creating a first-class customer service experience will contribute to business growth by fostering customer loyalty and positive word-of-mouth. Your passion for innovation will directly translate into tangible improvements in the customer journey.

Experience and Qualifications:

• Bachelor’s or Master’s or equivalent related professional experience, 8+ years for Bachelor's, 6+ years for Master's
• Proven experience managing AI products leveraging LLM
• Created of a comprehensive vision and defensible strategic product roadmap that maps target outcomes and KPIs to delivery milestones
• Set product metrics to align with the product vision and is accountable for individual and team performance; able to tell data-driven stories that influence product decision-making and prioritization
• Skilled in storytelling, persuasion, negotiation, conflict resolution and driving organizational alignment and strategic product leadership through communication; able to convincingly communicate & defend narrative to stakeholders in a clear, concise, and compelling manner
• Ensured adoption and value delivery through collaboration with internal teams (e.g., Operations, Traveler Experiences, B2B as relevant); develops go-to-market and/or change strategies informed by a compelling value proposition for end users
• Participated in engineering and architecture design and review processes to enable the long-term product vision and ensure solutions that limit future tech debt
• Taken ownership of managing complex stakeholder landscapes, balancing diverse interests to drive successful product outcomes on complex, cross-functional teams.
• Have strong UX sensibility and attention to detail
• Expert and/or experience in the Airline or Travel industry is a plus

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. View our full list of benefits.

The total cash range for this position in Seattle is $173,000.00 to $242,500.00. Employees in this role have the potential to increase their pay up to $277,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

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. View our full list of benefits.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.