Principal Product Manager - Partner Servicing (Agentic AI)

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. Overview Principal Product Manager – Partner Servicing (Agentic AI). 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 Expedia ecosystem. TPSP enables both travelers and partners to receive high-quality, efficient service through a combination of human support and AI-powered experiences. We are looking for a highly influential product leader to own the strategy and roadmap for LLM-powered AI Agent servicing for Expedia partners, including Hotel Partners and Vacation Rental (VR) Hosts. This role will define and lead the transformation towards scalable, voice-based self-service experiences powered by AI agents—reducing partner effort while improving resolution speed, consistency, partner satisfaction, and operational efficiency. You will architect the long-term vision for partner AI servicing, drive complex cross-functional execution, and represent this program with senior leadership. You will operate as an indispensable individual contributor, shaping how agentic AI is designed, governed, measured, and scaled across TPSP. Responsibilities Define the long-term vision for LLM-powered AI agents that handle partner servicing over voice channels for Hotel Partners and VR Hosts. Leverage deep understanding of partner needs, contact drivers, and operational constraints to shape a strategy that materially shifts servicing toward self-service while maintaining trust and quality. Create and own a dynamic, multi-phase roadmap for AI Agent servicing that spans product, engineering, data science, operations, and platform dependencies. Secure cross-functional buy-in, identify risks early, and ensure alignment across multiple teams working toward shared outcomes. Establish the success metrics for AI Agent–led partner servicing, including self-service rate, containment, resolution quality, partner satisfaction, and cost-to-serve. Partner with analytics and engineering teams to develop dashboards and performance monitoring that enable continuous optimization and informed decision-making. Own execution of the partner AI servicing program end to end, representing progress, risks, and trade-offs with senior leadership. Drive clarity in ambiguous problem spaces and ensure teams remain focused on delivering measurable business and partner outcomes. Work closely with engineering leaders to influence system design, architecture decisions, and platform capabilities required to support scalable agentic AI. Monitor industry trends in LLMs and AI agent frameworks, and guide responsible AI practices including evaluation, monitoring, tuning, and retraining. Define how AI agents should interact with partners in voice-based scenarios, including escalation paths, guardrails, confidence thresholds, and human handoff. Ensure solutions align with Expedia’s responsible AI standards and long-term technical health. Provide thought leadership across TPSP and the broader organization on agentic AI, partner experience trends, and self-service strategy. Coach senior product managers on roadmap thinking, customer journey design, and data-driven decision-making. Qualifications Bachelor’s, Master’s, or equivalent related professional experience - 12+ years for Bachelor’s, 10+ years for Master’s Proven experience leading complex, AI/ML-powered products, ideally involving LLMs, automation, or agentic systems. Demonstrated ability to define and execute long-term product strategy across multiple workstreams with significant business impact. Deep understanding of data analytics, experimentation, and KPI-driven optimization; strong track record of using data to drive product decisions. Experience working closely with engineering leaders on architecture, platform evolution, and managing technical trade-offs and debt. Strong business acumen, including experience owning product outcomes tied to efficiency, cost reduction, or revenue impact. Exceptional communication and influence skills, with experience driving alignment across senior stakeholders and executive audiences. Ability to operate effectively in ambiguous, high-stakes environments requiring judgment, negotiation, and risk-taking. Experience coaching and mentoring product managers and contributing to a culture of continuous improvement. Experience in travel, hospitality, marketplaces, or partner-facing platforms is a strong plus. Compensation and Benefits The total cash range for this position in Seattle is $224,000.00 to $313,500.00. Employees in this role have the potential to increase their pay up to $358,500.00, 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. Fair Employment 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. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50 Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs. 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, or veteran status. 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.