Senior Product Manager, Agentic Voice Experience

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. The focus is 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. 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 dashboards and feedback loops for continuous improvement. Deliver AI‑forward solutions grounded in trust and security. Ensure the experience balances 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, 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, e‑commerce, marketplaces, customer service platforms, or contact center environments is a plus. Compensation & Benefits Pay range: $173,000.00 to $242,500.00, with the potential to increase up to $277,000.00 based on performance. Benefits include medical, dental, vision, paid time off, an Employee Assistance Program, travel reimbursement, travel discounts, and access to the International Airlines Travel Agent membership. EEO Statement 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. #J-18808-Ljbffr Expedia, Inc.