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Sr Product Manager, Agent Voice Experience
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 global Expedia ecosystem. We enable travelers and partners to receive world-class support through a combination of human assistance and AI-driven service experiences.
We are looking for a product leader who is passionate about building secure, intuitive, and highly personalized AI-powered voice experiences for customer service. This role focuses on shaping the front-door agentic voice experience for servicing, including how customers are identified, how their intent is predicted, how they are authenticated, and how the interaction is personalized to build trust and drive adoption.
The ideal candidate brings a strong vision for how AI, voice, identity, and service orchestration come together to create a seamless experience that feels natural for customers while improving efficiency for the business. They will define the strategy and roadmap for the agentic voice entry experience, ensuring Expedia can deliver secure, intelligent, and engaging voice interactions that make it easier for customers to get help.
As a Senior Product Manager at Expedia, you will define and orchestrate the key capabilities that power the agentic voice experience, balancing customer needs, trust, security, and operational impact. You will work across product, engineering, data science, operations, design, and platform teams to create experiences that identify customers accurately, anticipate their needs, personalize interactions, and increase adoption of AI-led servicing.
Your work will directly influence how Expedia customers engage with agentic AI in voice channels, helping establish trust early in the interaction and creating the foundation for more effective, secure, and scalable AI-powered service experiences.
In this role you will:
- Drive the strategy and roadmap for the agentic voice customer entry experience. Own the product vision for how customers first engage with Expedia’s AI-powered voice servicing experience, from greeting and personalization through identification, intent prediction, authentication, and early journey orchestration.
- Build trusted AI-powered voice experiences that increase adoption. Define how the experience should feel, behave, and adapt in real time so customers are more willing to engage with agentic voice experiences and successfully complete more of their service journey through AI-led interactions.
- Own customer identification, intent prediction, authentication, and personalization in voice. Shape the capabilities that allow the system to recognize who the customer is, infer why they are calling, authenticate them intelligently, and tailor the interaction based on context, history, risk, and need.
- Create personalized and intuitive conversational entry points. Define how AI can personalize the greeting, anticipate likely intents, reduce friction, and guide customers smoothly into the right service path while building confidence in the experience.
- Define the KPI framework for trust, engagement, and adoption. Establish the metrics that matter for this space, including identification success, authentication success, trust signals, intent prediction accuracy, adoption, containment contribution, engagement, and customer effort. Partner with analytics and engineering teams to create the dashboards and feedback loops needed to continuously improve performance.
- Deliver AI-forward solutions grounded in trust and security. Ensure the experience is designed to balance ease and safety by adapting authentication and orchestration flows based on risk, channel context, customer signals, and business needs.
- Partner across Expedia’s identity, service, and AI ecosystem. Collaborate closely with central identity and platform teams, as well as engineering, operations, experience design, data science, analytics, and security/privacy partners, to deliver cohesive end-to-end solutions while owning the TPSP product strategy for this experience area.
- Influence the future of agentic customer servicing. Help define how voice becomes a trusted and effective channel for agentic AI by identifying near-term opportunities, shaping long-term platform and experience investments, and aligning stakeholders around a compelling product vision.
- Lead through complexity and organizational change. Work across a broad stakeholder set to align priorities, unlock dependencies, and drive execution in a rapidly evolving space spanning AI, customer service, trust, and platform capabilities.
Experience and qualifications:
- Bachelor’s, Master’s, or equivalent related professional experience (8+ years for Bachelor’s, 6+ years for Master’s).
- Proven experience building AI-forward, ML-enabled, or conversational products, ideally in voice, customer service, service automation, contact center, identity, authentication, risk, fraud, or adjacent domains.
- Strong product instinct for designing intuitive customer experiences, especially in moments where trust, personalization, and low friction are critical.
- Experience defining product strategy and roadmaps for emerging technologies and translating ambiguous opportunities into clear, measurable product outcomes.
- Demonstrated success owning customer-facing experiences that require close collaboration across product, engineering, design, analytics, operations, and platform teams.
- Experience defining KPIs, building metric frameworks, and using data to guide prioritization, iteration, and executive storytelling.
- Strong understanding of how identity, authentication, risk signals, and contextual data can be used to create secure and adaptive customer experiences.
- Ability to tell clear, compelling, data-driven stories that influence prioritization, investment decisions, and cross-functional alignment.
- Skilled in stakeholder management, persuasion, negotiation, conflict resolution, and driving execution across complex organizational landscapes.
- Experience participating in engineering and architecture discussions to ensure solutions are scalable, resilient, and aligned with long-term product vision.
- Strong UX sensibility and attention to detail, particularly in conversational, voice, and trust-sensitive flows.
- Experience in travel, ecommerce, marketplaces, customer service platforms, or contact center environments is a plus.
#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.
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