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Ever have a question when visiting a consumer website, that you know has been answered before? Why do you have to leave what you are doing, click-through to a help center that seems to know nothing about you or what you were doing, attempt to find an answer, and then start all over again? Frustrating, isn't it?
As Principal PM for the Integrated Knowledge Experience, you will lead your team in developing an intelligent, in-product knowledge and education framework that will be deployed globally. The new experience will bring personalized and localized product knowledge TO the customer -- delivered in-context, across multiple channels, including web, mobile, email, chat/bot, voice, etc. The knowledge experience will get smarter with each use, anticipating and dynamically surfacing the most relevant content, just-in-time. The experience will also feature a personalized and context-aware Knowledge and Education Center that facilitates speedy problem resolution and skill-building.
Finally, you will implement a framework for continuous improvement of our customer experience through learning loops that feedback Knowledge Center insights to our product and development teams. This could be your dream job!
What you’ll do:
Who You Are:
Benefits & Perks:
Why join us:
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.
HomeAway, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. HomeAway is part of the Expedia Group family of brands.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.