Senior Director, Product - Agent Experiences

Expedia Group

Location: Austin, Texas, Seattle, Washington

Job Type: Full time

Posted


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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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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 to 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.
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