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Job Details
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.
Why Join Us?
To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.
We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.
Principal Product Manager, Self-ServiceWe are looking for a Principal Product Manager, Self-Service to lead the end-to-end product strategy for post-booking and self-service experiences across all product lines and brands. This leader will define how Expedia becomes known for stress-free, confidence-inspiring trip management that gives travelers maximum flexibility and control after they book, while materially improving self-service rate, reducing human agent contacts, and increasing long-term repeat behavior and loyalty.
You will build and evolve a platform that routes every traveler to the best place for their post-booking need and guarantees a unified, max-flex experience across every trip item—meeting or exceeding what they’d get via direct channels and competitors. You will leverage AI-powered personalization, deep travel knowledge, and customer-centric policies to proactively anticipate needs, surface the right options at the right time, and make changes, cancellations, upgrades, and add-ons effortless.
In this highly visible role, you will partner across product, design, data, AI/ML, and global customer operations to turn service excellence into a durable competitive advantage in an AI-first world. You will ensure our self-service and post-booking platform is flexible, state-aware, and adaptive across web, app, virtual agent, and voice channels—so that travelers always know what to do next, feel supported end-to-end, and choose Expedia again and again.
In this Role, You Will:
Translate company goals into an outcome-driven roadmap focused on experience, cost-to-serve, and loyalty.
Drive measurable improvements in self-service adoption, contact reduction, and key metrics like resolution time and repeat booking behavior.
Prioritize high-impact journeys (e.g., change/cancel, refunds, disruptions) and systematically shift demand from human to self-service.
Coordinate execution across brands and lines of business, creating scalable patterns and platforms while enabling brand-specific experiences.
Partner with design, research, and AI/ML teams to deliver simple, transparent, mobile-first experiences and intelligent automation.
Blend self-service, virtual agent, and human support to maximize resolution, satisfaction, and efficiency.
Act as the single-threaded leader for self-service, influencing senior leadership and aligning cross-functional priorities.
Mentor product managers and elevate practices in discovery, experimentation, and outcome-driven road mapping.
Foster a culture of continuous improvement, customer-centricity, and operational excellence.
Minimum Qualifications:
10+ years of product management experience, including several years at Staff/Principal (or equivalent) level.
Proven track record leading complex, cross-functional initiatives and owning portfolios end-to-end.
Deep experience building self-service, support, or post-purchase experiences at scale.
Strong understanding of contact drivers, operations models, and cost-to-serve dynamics.
Demonstrated success improving key metrics (e.g., self-service rate, contact propensity, NPS, retention).
Exceptional problem-solving and systems thinking skills; ability to structure ambiguity and deliver durable solutions.
Excellent communication and influence skills, including experience engaging VP+ stakeholders.
Customer-centric and data-driven, with proficiency in analytics tools and experimentation frameworks
Preferred Qualifications:
Experience in travel, marketplaces, consumer platforms, or other highly complex, high-scale environments.
Experience working with AI/ML-powered experiences (e.g., recommendation systems, virtual agents, personalization, decisioning engines).
Background working closely with customer operations/contact centers and understanding efficiency and quality metrics.
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.
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.
Why Expedia Group? Expedia Group, Inc. brands power travel for everyone, everywhere through our global platform. Driven by the core belief that... Read more