Senior Product Manager - Contact Center Servicing Foundation

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 will 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. Responsibilities 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 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 a 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 the 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. Compensation 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. Benefits We provide a full benefits package, including travel perks, generous time‑off, parental leave, a flexible work model, and career development resources. Equal Opportunity 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. #J-18808-Ljbffr 11105 Expedia, Inc.