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.
As a Principal Product Manager, 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.
In This Role You Will
- 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.
Experience And 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.