Sr. Product Manager, Agent Experience at Expedia Group

Seattle, Washington, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Travel, TechnologyIndustries

Requirements

Bachelor’s or Master’s degree or equivalent related professional experience, with 8+ years for Bachelor’s or 6+ years for Master’s
Experience owning creation of a comprehensive vision and defensible strategic product roadmap that maps target outcomes and KPIs to delivery milestones
Experience setting product metrics to align with the product strategy

Responsibilities

Adopt a Customer-First Mindset by understanding and prioritizing traveler needs, focusing on end-to-end customer experience to ensure tools for agents create seamless and positive journeys
Engage in Strategic Partnership and Collaboration with the AI Platform team and cross-functional Experience product and engineering teams to leverage AI and integrate customer experience aspects for cohesive solutions
Manage Stakeholder Engagement with internal stakeholders (e.g., customer service operations, engineering teams, other product managers) and external stakeholders (e.g., technology partners or vendors) to identify short-term wins and long-term strategic product features for excellent customer service experiences
Focus on Business Growth by creating first-class customer service experiences that foster customer loyalty, positive word-of-mouth, and tangible improvements in the customer journey, particularly for Transportation bookings like Flights and Trip Packages
Define and orchestrate impactful experiences by harmonizing innovative technology solutions with user needs
Mentor teams, integrate AI/ML advancements, and lead cross-functional efforts to actualize a data-informed, customer-centric product strategy
Drive creation of strategic roadmaps, foster influential stakeholder relationships, and elevate the travel experience through execution and visionary leadership

Skills

Product Management

Customer Experience

Service Platform

Transportation Bookings

Flights

Trip Packages

Strategic Roadmaps

Cross-functional Leadership

Data-informed Strategy

Expedia Group

Travel booking platform for various services

About Expedia Group

Expedia Group operates in the travel industry, offering a wide range of services for travelers and travel-related businesses. It connects users to various travel options, including flights, hotels, car rentals, vacation packages, and activities, allowing them to find and book trips that fit their needs and budgets. The company generates revenue primarily through commissions from bookings made on its platforms and through advertising, where travel service providers can promote their offerings. Unlike many competitors, Expedia Group not only serves individual travelers but also partners with travel agencies and corporate clients, providing them with valuable data and tools to enhance their operations. The goal of Expedia Group is to create a seamless travel experience for users while supporting its partners in growing their businesses.

Bellevue, WashingtonHeadquarters

1996Year Founded

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

Benefits

Paid Vacation

Parental Leave

Hybrid Work Options

Professional Development Budget

Risks

Riyadh Air's entry into the market could increase competition for Expedia.

CFO transition may lead to strategic shifts or instability in financial management.

Expedia's partnership with Mondelez WTR may not yield expected results due to economic uncertainties.

Differentiation

Expedia Group operates a diverse portfolio of travel brands, including Expedia and Vrbo.

The company offers a comprehensive suite of services for travelers and travel-related businesses.

Expedia Group partners with service providers, offering data, tools, and technology to optimize operations.

Upsides

Increased demand for personalized travel experiences enhances Expedia's AI-driven recommendation systems.

The rise of 'workcations' allows Expedia to market longer stay packages.

Sustainability in travel is a priority, enabling Expedia to promote eco-friendly options.

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