Sr Product Manager, Customer Identity

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, Customer Identity

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 secure, effortless customer servicing and has a strong vision for how identity, verification, and AI intersect to reduce customer effort and increase operational efficiency. This role focuses on driving the strategy and roadmap for customer identification and verification across all TPSP touchpoints—voice, chat, and emerging agentic AI channels.

As a Senior Product Manager at Expedia, you will define and orchestrate impactful identity and verification capabilities, harmonizing innovative technology solutions with user needs to strengthen trust, safeguard customer accounts, and ensure a seamless service experience. You will mentor teams, integrate AI/ML advancements, and influence partner teams across the broader Expedia ecosystem—including the central Identity Platform—to deliver measurable improvements in identification accuracy, verification rates, and customer effort reduction.

Your work will directly enable the future of agentic AI servicing, where accurate and secure identification is foundational to allowing AI agents to resolve customer needs.

In this role you will:
Adopt a Customer-First, Security-Forward Mindset. Approach product development with a deep understanding of traveler needs and the critical importance of trust and security in service workflows. Ensure identification and verification are frictionless, accurate, and optimized for both human agents and agentic AI experiences.

Drive the Strategy and Roadmap for Customer Identification & Verification. Own the product vision and roadmap for improving caller identity recognition, multi-modal verification workflows, and intelligent authentication mechanisms. Explore AI-forward approaches—such as behavioral signals, contextual data, and LLM-aided identity decisioning—to increase identification and verification success rates.

Identify, Define, and Own KPIs for Identification & Verification. Develop the KPI framework and success metrics required to measure identification and verification performance across all service entry points. You will define the right quantitative signals (e.g., ID rate, verified rate, confidence scores, deflection, containment impact), build dashboards in partnership with analytics and engineering teams, and ensure the business has clear visibility into trends, risks, and opportunities. You will own the continuous improvement loop powered by these metrics.

Strategically Partner Across Expedia’s Identity & Customer Service Ecosystem. Collaborate closely with the central Identity Platform team to leverage existing capabilities, identify gaps, shape platform enhancements, and jointly deliver a cohesive identity strategy. Partner with engineering, operations, experience design, data science, and security/privacy teams to deliver high-impact solutions.

Enable Secure, Efficient AI-Driven Customer Service. Define how identification and verification must evolve for agentic AI experiences. Develop methods that allow AI agents to securely identify customers, conduct verification, and adapt authentication steps dynamically based on risk level, channel, and context.

Stakeholder Engagement & Change Leadership. Work extensively with customer service, engineering, product, operations, and incident/security teams to align on priorities, identify short-term levers, and build long-term capabilities that improve service outcomes, reduce fraud, and reduce customer effort.

Experience and Qualifications:

• Bachelor’s, Master’s, or equivalent related professional experience (8+ years for Bachelor’s, 6+ years for Master’s).
• Proven experience managing AI-forward or ML-enabled products, ideally in identity, authentication, risk, fraud, customer service, or adjacent domains.
• Experience with identity platforms, authentication technologies (MFA, device intelligence, behavioral analytics), or security/privacy best practices is a strong plus.
• Demonstrated success creating a comprehensive product vision and roadmap aligned to measurable outcomes and KPIs.
• Experience defining product metrics, shaping KPI frameworks, building dashboards, and driving decision-making through data.
• Strong ability to tell clear, compelling, data-driven stories that influence prioritization, technology investments, and stakeholder alignment.
• Skilled in storytelling, persuasion, negotiation, conflict resolution, and driving organizational alignment across complex landscapes.
• Experience participating in engineering and architecture review processes to ensure scalable solutions aligned with long-term product vision.
• Ability to manage complex stakeholder environments, balancing diverse priorities to deliver successful product outcomes.
• Strong UX sensibility and attention to detail, especially in designing frictionless and secure verification flows.
• Experience in the airline or travel industry is a plus.

#LI-MC1

The total cash range for this position in Seattle is $173,000.00 to $242,500.00. Employees in this role have the potential to increase their pay up to $277,000.00, 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.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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 with 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.