Sr. Product Manager, Agent Experience

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, 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 experiences that reduce customer effort and build loyalty. This role focuses on supporting travelers and B2B customers who need assistance with Transportation bookings, specifically Flights and Trip Packages. 

As a Senior Manager of Product Management 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 by collaborating closely with the AI Platform team and various cross-functional Experience product and engineering teams. 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:

• You have a Bachelor’s or Master’s or equivalent related professional experience, 8+ years for Bachelor's, 6+ years for Master's 
• You own creation of a comprehensive vision and defensible strategic product roadmap that maps target outcomes and KPIs to delivery milestones 
• You have 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 
• You are a 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 
• You ensure 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 
• You have identified opportunities to leverage AI/ML solutions that will improve experience outcomes 
• You have participated in engineering and architecture design and review processes to enable the long-term product vision and ensure solutions that limit future tech debt 
• You have taken ownership of managing complex stakeholder landscapes, balancing diverse interests to drive successful product outcomes on complex, cross-functional teams. 
• You have a strong  UX sensibility and attention to detail 
• You are an expert and/or experience in the Airline or Travel industry is a plus 

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.

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.