Senior Product Manager, Agentic Voice Experience

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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. Sr Product Manager, Agent Voice Experience 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 global Expedia ecosystem. We enable travelers and partners to receive world-class support through a combination of human assistance and AI-driven service experiences. We are looking for a product leader who is passionate about building secure, intuitive, and highly personalized AI-powered voice experiences for customer service. This role focuses on shaping the front-door agentic voice experience for servicing, including how customers are identified, how their intent is predicted, how they are authenticated, and how the interaction is personalized to build trust and drive adoption. The ideal candidate brings a strong vision for how AI, voice, identity, and service orchestration come together to create a seamless experience that feels natural for customers while improving efficiency for the business. They will define the strategy and roadmap for the agentic voice entry experience, ensuring Expedia can deliver secure, intelligent, and engaging voice interactions that make it easier for customers to get help. As a Senior Product Manager at Expedia, you will define and orchestrate the key capabilities that power the agentic voice experience, balancing customer needs, trust, security, and operational impact. You will work across product, engineering, data science, operations, design, and platform teams to create experiences that identify customers accurately, anticipate their needs, personalize interactions, and increase adoption of AI-led servicing. Your work will directly influence how Expedia customers engage with agentic AI in voice channels, helping establish trust early in the interaction and creating the foundation for more effective, secure, and scalable AI-powered service experiences. In this role you will: Drive the strategy and roadmap for the agentic voice customer entry experience. Own the product vision for how customers first engage with Expedia's AI-powered voice servicing experience, from greeting and personalization through identification, intent prediction, authentication, and early journey orchestration. Build trusted AI-powered voice experiences that increase adoption. Define how the experience should feel, behave, and adapt in real time so customers are more willing to engage with agentic voice experiences and successfully complete more of their service journey through AI-led interactions. Own customer identification, intent prediction, authentication, and personalization in voice. Shape the capabilities that allow the system to recognize who the customer is, infer why they are calling, authenticate them intelligently, and tailor the interaction based on context, history, risk, and need. Create personalized and intuitive conversational entry points. Define how AI can personalize the greeting, anticipate likely intents, reduce friction, and guide customers smoothly into the right service path while building confidence in the experience. Define the KPI framework for trust, engagement, and adoption. Establish the metrics that matter for this space, including identification success, authentication success, trust signals, intent prediction accuracy, adoption, containment contribution, engagement, and customer effort. Partner with analytics and engineering teams to create the dashboards and feedback loops needed to continuously improve performance. Deliver AI-forward solutions grounded in trust and security. Ensure the experience is designed to balance ease and safety by adapting authentication and orchestration flows based on risk, channel context, customer signals, and business needs. Partner across Expedia's identity, service, and AI ecosystem. Collaborate closely with central identity and platform teams, as well as engineering, operations, experience design, data science, analytics, and security/privacy partners, to deliver cohesive end-to-end solutions while owning the TPSP product strategy for this experience area. Influen

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