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Senior Director, Product Management
Expedia
Bellevue, WA, United States
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Expedia
Are you looking for an opportunity that utilizes your many years of product leadership experience and also directly affects a nine-figure P&L? Do you prefer designing and shipping a road map of end-to-end customer experiences versus just features only? How about utilizing complex technologies to simplify experiences, from intelligent Facebook and chat bots, to mobile app and desktop experiences? When trying to make a change to a flight or hotel, does it frustrate you to pick up the phone and call a human when you know what is possible with technology?
Expedia Group is sitting atop an incredible amount of data about the traveler journey and their issues. We are an essential part of many of the company's brands including Expedia.com, Travelocity, Orbitz, Hotels.com, and Expedia Partner Solutions. We need a senior Product leader to foster the customer service automation road map, business results, and operational realities of our large portfolio of travel products. Flights, Hotels, Rental Cars, Activities, Rail and other bookings should be easier as well. That includes mapping several end-to-end traveler journeys and generating insights that directly influence our product design, business improvements, and how the company thinks about the customer experience. You will be the shepherd of our automation strategy that will dramatically change our organization and the service experiences we deliver. You will stimulate constant innovation in our platforms enabling the best customers around the globe to have an exceptional experience!
Responsibilities
• You will drive the road map, execution, and go to market strategy for a Portfolio or Program of products, projects, and initiatives
• Inspire, support and mentor a team to design creative new automation for very manual customer operations today
• Full product life cycle including from idea generation to execution to measurement
• Stay on top of customer preferences, technology trends, and market demand
• You and your team will focus on product definition, requirements analysis, documentation of requirements, product positioning, and pricing
• Constantly work on idea generation with User Experience, Design, & Research teams on product design
• Support the business owners by deciphering their wants, needs and vision into strategy
• May act as a proxy for business in decisions or recommendations
• Set the road map and prioritize the scope of trade-off decisions between programs and initiatives
• Actively identify and resolve issues that may impair the team’s ability to meet strategic, financial and technical goals.
• Assist with build versus buy decisions optimizing for time-to-market and the best customer experience
Requirements
• Bachelor’s Degree in Business Administration, MBA preferred
• Significant and validated industry experience in leading consumer product management teams
• Excellent critical thinking and strong operating skills
• A leader that applies critical thinking across the consumer facing experience
• Previous success leading the complete road map development, ownership, and execution
• Experience driving a program which is a complex portfolio of Product, Tech/Engineering and Operations initiatives
• Strongly prefer experience enabling self-service options for customer services inquiries
• Prior management of five or more employees is preferred
• Preferred P&L responsibility
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.