Senior Product Manager - Contact Center Servicing Foundation

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.

Senior Product Manager, Contact Center Servicing Foundation

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.

In this role, you will:

• 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

Experience & Qualifications:

• 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

Preferred Qualifications:

• 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

#LI-MC1

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.