Senior Product Manager, Agentic Voice Experience

Sr Product Manager

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 secure, effortless customer servicing and has a strong vision for how identity, verification, and AI intersect to reduce customer effort and increase operational efficiency. This role focuses on driving the strategy and roadmap for customer identification and verification across all TPSP touchpoints—voice, chat, and emerging agentic AI channels. As a Senior Product Manager at Expedia, you will define and orchestrate impactful identity and verification capabilities, harmonizing innovative technology solutions with user needs to strengthen trust, safeguard customer accounts, and ensure a seamless service experience. You will mentor teams, integrate AI/ML advancements, and influence partner teams across the broader Expedia ecosystem—including the central Identity Platform—to deliver measurable improvements in identification accuracy, verification rates, and customer effort reduction. Your work will directly enable the future of agentic AI servicing, where accurate and secure identification is foundational to allowing AI agents to resolve customer needs. In this role you will:

• Adopt a Customer-First, Security-Forward Mindset.
• Ensure identification and verification are frictionless, accurate, and optimized for both human agents and agentic AI experiences.
• Drive the Strategy and Roadmap for Customer Identification & Verification.
• Identify, Define, and Own KPIs for Identification & Verification.
• Strategically Partner Across Expedia's Identity & Customer Service Ecosystem.
• Enable Secure, Efficient AI-Driven Customer Service.
• Stakeholder Engagement & Change Leadership.

Experience and Qualifications:

• Bachelor's, Master's, or equivalent related professional experience (8+ years for Bachelor's, 6+ years for Master's).
• Proven experience managing AI-forward or ML-enabled products, ideally in identity, authentication, risk, fraud, customer service, or adjacent domains.
• Experience with identity platforms, authentication technologies (MFA, device intelligence, behavioral analytics), or security/privacy best practices is a strong plus.
• Demonstrated success creating a comprehensive product vision and roadmap aligned to measurable outcomes and KPIs.
• Experience defining product metrics, shaping KPI frameworks, building dashboards, and driving decision-making through data.
• Strong ability to tell clear, compelling, data-driven stories that influence prioritization, technology investments, and stakeholder alignment.
• Skilled in storytelling, persuasion, negotiation, conflict resolution, and driving organizational alignment across complex landscapes.
• Experience participating in engineering and architecture review processes to ensure scalable solutions aligned with long-term product vision.
• Ability to manage complex stakeholder environments, balancing diverse priorities to deliver successful product outcomes.
• Strong UX sensibility and attention to detail, especially in designing frictionless and secure verification flows.
• Experience in the airline or travel industry is a plus.