Introduction to the TeamThe Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our customer-first mindset focuses on developing products that encourage loyalty and repeat business from our travelers and partners. We partner closely with teams across Expedia Group to achieve growth and results for our customers and company.
Expedia Technology teams partner with our Product teams to create innovative products, services, and tools that deliver high-quality experiences for travelers, partners, and our employees. A singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences that drive loyalty and traveler satisfaction.
Within Traveler & Partner Service Platform, you will lead the Agent Tools organization. This team builds the systems customer service agents use to support travelers, partners, and B2B customers, including the agent desktop, case management, routing, and knowledge tools. You will help evolve the platform toward an AI-first, human-supported service model.
Key ResponsibilitiesIn this role, you will:- Define and deliver the multi-year product and technology roadmap for Agent Tools across Retail, Vrbo, B2B, and financial-institution partner channels.
- Lead the Salesforce Service Cloud agent desktop build-out and migration from legacy platforms, sequencing investment and managing delivery risk through cutover.
- Advance AI-assisted resolution capabilities, including agent assist, smart routing, and knowledge surfacing, to improve service quality, first-contact resolution, and efficiency.
- Partner with Service Platform, AI for Travelers, Operational Excellence, and Traveler, Partner, and B2B Operations leaders to translate frontline insights into product priorities.
- Build clear business cases and prioritize tooling investments against measurable outcomes, including adoption, reliability, handle time, cases per agent, self-service rate, contact propensity, and cost per contact.
- Build and lead a distributed product and engineering organization, developing leaders, strengthening team capability, and supporting succession planning.
- Champion Expedia Group's Leadership Agreements-Grow, Own, Include-through decisions, communication, and talent practices.
- Foster a culture of continuous improvement, experimentation, measurement, and iteration.
Experience and QualificationsRequired- 10+ years of product and/or technology leadership experience, including at least 3 years leading product and engineering teams that build customer service, CRM, or platform capabilities at scale.
- Experience with Salesforce Service Cloud or comparable agent desktop and CRM platforms, including modernization or migration from legacy technology.
- Experience delivering service automation through product, technology, and AI, including large-scale agent tooling or self-service capabilities.
- Experience leading in a medium-to-large, highly matrixed organization and aligning senior Product, Technology, and Operations stakeholders around shared outcomes.
- Proficient communication, stakeholder engagement, operational measurement, and people leadership skills.
Preferred- Experience in travel, retail, technology, or another consumer-focused industry.
- Familiarity with AI/ML applications in customer service and modern service-platform architectures.
- Experience managing metrics such as CSAT/NPS, productivity, cost per contact, contact propensity, or self-service rate.
- Experience building diverse, distributed teams across multiple locations
The total cash range for this position in Seattle is $296,000.00 to $414,500.00. Employees in this role have the potential to increase their pay up to $473,500.00, 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.
Benefits and perksExpedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life.
Accommodation requestsExpedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.
Important noticeEmployment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is [redacted].com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
