Senior Director, Product - Agent Experiences
Location: Austin, Texas, Seattle, Washington
Job Type: Full time
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We are looking for a Senior Director of Product Management with a scientific mindset and a passion for building extraordinary agent experiences that empower human agents to deliver world class service to our traveler and partners.
You are a creative leader who will define and drive the product strategy while balancing competing launch priorities and building scalable architecture. You will bridge the technical and the commercial worlds as you design experiences that our travelers and partners value. You have a bias toward action and can break down complex problems into steps that drive product development at high speed. You are passionate about working with different businesses to solve their specific challenges while putting customer first.
What you’ll do:
Create product vision and drive the roadmap, execution, and build vs buy strategy for Agent and Account Management Tools:
Build out capabilities for human agents using a combination of Salesforce and in-house build technology
Deliver Help Center for traveler self-service, that is designed with partner enablement in mind. Empowering Travelers, to easily classify their problem, activate the virtual agent for solutions or browse support content
Enable account management teams to drive increased revenue and market penetration through acquisitions and opportunity management/prioritization across assigned portfolios
Support KPI achievements for each line of business
Partner closely with engineering, UX, and business leaders to deliver solutions that satisfy customer experience, business, and technology goals
Define a set of success metrics to measure customer satisfaction and business impact and be able to utilize them in decision-making
Use excellent judgment in prioritizing between focusing on existing versus new customers and between features, architectural improvements and operational excellence
Stay on top of customer preferences, technology trends, and market demand
Lead the organization through change, evolution, and growth; the right leader will evolve and scale the organization along with the business
Who you are:
Significant and validated industry experience in leading product management teams
Ideal experience may include product leadership in building platform, ad agent facing tools
Previous success leading the complete roadmap development, ownership, and execution
Experience driving a program which is a complex portfolio of Product, Tech/Engineering and Operations initiatives
Prior management of five or more employees
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.
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