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At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.
Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.
Principal Product Manager – Proactive Servicing
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 Expedia ecosystem.
We are looking for a highly influential product leader to define and own, end-to-end, Expedia’s strategy for agentic supplier resolution within Proactive Servicing. This is a strategy mandate spanning multiple workstreams — supplier outreach and engagement, resolution workflows, servicing operations, AI agents, asynchronous and synchronous interactions, and the underlying AI/ML capabilities — with accountability for execution across all of them.
As a Principal Product Manager, you will architect the long-term vision for AI-powered supplier resolution, drive complex cross-functional execution across engineering, data science, and operations, and represent this program with senior leadership. You will operate as an indispensable individual contributor, shaping how supplier resolutions are designed, automated, governed, measured, and scaled across TPSP.
In this role you will:
• Own the Zero-to-One Vision and Strategy for Supplier Resolution. Define the strategy for AI-driven proactive supplier resolution of travel disruptions: determine the engagement approach, the right interaction mechanism, and the AI/ML capabilities required. Build reusable resolution patterns—not bespoke automations—for a scalable portfolio of servicing moments.
• Drive a Complex, Multi-Workstream Roadmap. Own a roadmap across supplier engagement, resolution workflows, servicing operations, AI agents, communication channels, and platform capabilities. Sequence dependencies, align teams and partners, surface risks, and drive faster, higher-quality, increasingly autonomous resolution.
• Lead Resolution Design and AI/ML Solution Strategy. Partner with servicing operations to translate SOPs and decision patterns into scalable resolution strategies. Lead AI/ML solutions using expertise in agentic AI, conversational AI, LLM-driven decisioning, workflow orchestration, or supplier automation.
• Define and Own KPIs for Supplier Resolution. Set metrics for automation rate, resolution success, time-to-resolution, quality, human escalation, supplier response, capability reuse, and cost to serve. Build measurement infrastructure with analytics, engineering, and operations to continuously improve outcomes.
• Lead Program Execution and Senior Leadership Communication. Own end-to-end execution and communicate progress, risks, tradeoffs, and business impact to senior leaders. Create clarity across varied moments, suppliers, and contexts while building a scalable model for new resolution scenarios.
• Partner Deeply with Engineering and Data Science on Resolution Architecture. Influence architecture for supplier interaction, AI-agent orchestration, workflows, decisioning, integrations, asynchronous and synchronous engagement, escalation, and monitoring. Turn point solutions into reusable capabilities; track industry trends and guide to evaluation, tuning, and continuous improvement.
• Shape Responsible, Trustworthy Supplier Resolution Experiences. Define guardrails for confidence, communication, escalation, authorization, failure recovery, human handoff, and appropriate AI use. Ensure supplier interactions are reliable, auditable, and aligned with Expedia’s responsible AI standards—especially decisions and actions that affect a traveler’s trip.
Experience and Qualifications:
Bachelor's, Master's, or equivalent related professional experience — 12+ years for Bachelor's, 10+ years for Master's
Proven experience leading AI/ML-powered products with deep expertise in one or more model areas (e.g., conversational AI, voice AI, LLM-driven decisioning/personalization) — able to influence high-level stakeholders on feasibility and tradeoffs, not just consume model output
Demonstrated ability to define and launch a zero-to-one strategy across multiple workstreams with significant business impact — distinct from optimizing an existing product line
Experience with outbound communications, proactive/triggered messaging, or outbound voice/calling systems strongly preferred
Deep understanding of data analytics, experimentation, and KPI-driven optimization, including building measurement frameworks for capabilities without established baselines
Experience working closely with engineering leaders on architecture, platform evolution, and managing technical tradeoffs and debt
Strong business acumen, including experience owning product outcomes tied to efficiency, cost reduction, or contact avoidance
Exceptional communication and influence skills, with experience driving alignment across senior stakeholders and executive audiences in ambiguous, undefined problem spaces
Ability to operate effectively in high-stakes environments requiring judgment, negotiation, and risk-taking absent a pre-existing playbook
Experience coaching and mentoring product managers
Experience in travel, hospitality, marketplaces, or partner-facing platforms is a strong plus
#LI-MC!
The total cash range for this position in Seattle is $224,000.00 to $313,500.00. Employees in this role have the potential to increase their pay up to $358,500.00, 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.
Benefits and perks
Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life.
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.
About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
Equal Opportunity
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, veteran status, or any other characteristic protected by law. 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.Expedia Group London, England Office
407 St John St, London, United Kingdom, EC1V 4EX
