Job Description
We are a small, agile team powering one of the top travel brands on the web by leveraging the extensive amounts of data at our disposal. The Customer Care organization needs someone who does two things at once: product-manages a new AI-enabled data architecture (partnering with the product lead on deciding what gets built, in what order, and why) and operates as a sharp, credible analyst who personally uses that architecture to drive decisions with the Customer Care leadership team. This person sits at the intersection of Product Analyst and Product Manager but operates deep enough in the data to build and query it directly (SQL, BigQuery, AI/LLM tooling), and senior enough in judgment and communication to own the roadmap and facilitate analytical conversations with Operations, Data Science, Engineering, and portfolio/leadership stakeholders across the entire Customer Care funnel.
The ideal candidate visualizes, builds, and product-manages a new data architecture for Customer Care, and personally uses what they build to drive decisions to improve the Customer Care ecosystem.
This is a shared resource for the Customer Care Product Management team, with priorities set through the Director of Product Management, Customer Care, to whom this role reports directly.
Responsibilities:
Own the AI Observability + Performance Roadmap
- Collaborate with commercial, product, operations and dev teams to develop compelling analytics which improve product leadership of the servicing experience at priceline.
- Product-manage a new AI-enabled data architecture for Customer Care: define the roadmap, sequence what gets built, and drive it to delivery in partnership with Data Science and Engineering.
- Design and build AI/agent-based workflows against BigQuery and other Customer Care data sources and AI tools that automate routine reporting and proactively surface anomalies and trends.
- Build a durable, reusable insights layer for core Customer Care metrics (Customer sentiment, Cost and Loyalty indicators).
- Continuously evaluate and pilot new AI tools and agent frameworks to keep the architecture current
- Conduct competitive + market research to understand the current landscape, trends and emerging opportunities
Insight, Storytelling & Data Trust
- Turn large, often messy data sets into clear narratives that connect Customer Care performance to commercial outcomes..
- Build reports and visualizations that go beyond describing what happened to recommending what to do next that trigger a genuine bias for action.
- Own and improve the organization's confidence in Customer Care data: metric definitions, consistency, and reliability across teams.
- Lead the observability transformation and facilitate the expansion of servicing metrics as value add for business performance and growth.
- Partner with data science to level up insights and help the product team develop strong programs which balance P&L requirements with long term loyalty investments.
- Partner with the product management team to develop key insights which drive useful transformation in the servicing ecosystem
Stakeholder Facilitation & Business Case Support
- Coordinate with the team and product partners to understand business requirements, capture data, analyze data sets, and supervise acquisition, engagement, monetization, engagement and retention analyses by scripting complex SQL queries.
- Lead and facilitate analytical conversations with various stakeholders across Product, Operations, Technology, and Senior Leadership, translating fluently between technical and business audiences.
- Build and support business cases / ROI modeling for investment decisions across the Customer Care portfolio, identifying where DSAT and value concentrate within the ecosystem.
- Act as an analytics resource across the entire PM team, prioritizing requests and surfacing opportunities proactively rather than waiting for performance degradation..
Required Skills and Experience:
- 5+ years in analytics, BI or hybrid product / analyst role.
- Strong SQL and hands-on experience with BigQuery or a comparable cloud data warehouse.
- Demonstrated experience using AI/LLM tools to build analysis or workflow automation not just consuming AI output, but constructing the pipelines and agents preferably with Claude.
- Track record building dashboards and reports with visualization tools such as Tableau, Looker, or similar.
- Strong written and verbal communication skills; comfortable presenting analysis to senior stakeholders and leadership.
- Strong business acumen, able to connect operational metrics to commercial impact and articulate the 'so what.
- Experience in analytics, business intelligence, or a hybrid product/analyst capacity as well as working with various visualization and AI tools.
- Bachelor's degree in a quantitative field (Statistics, Mathematics, Computer Science, Economics, or Business) or equivalent practical experience.
The salary range for this position is CAD 80,000 - 95,000.
Who We Are
WE ARE PRICELINE.
Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, motivated by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding - we make travel affordable and accessible to our customers.
Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.
We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.
If you want to be part of something truly special, check us out!
Flexible work at Priceline
Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office.
Perks & Benefits at Priceline
Our benefits are designed to support your health, wellbeing, and life inside and outside of work. Eligible Priceliners have access to:
Health & wellness coverage including medical, dental, vision, and mental health resources
Generous time off including PTO, holidays, a company-wide Priceline Pause reset week, and paid volunteer days
Work/life support including the ability to work up to 4 weeks per year from anywhere, parental leave, dependent care and family support resources, Summer Fridays, and office perks like stocked kitchens and catered meals (varies by location)
Financial security programs such as retirement plans with company contributions, life and disability coverage, and tax-advantaged accounts
Signature travel perks including employee-only discounts on hotels and flights, VIP deals, and Big Deal Bucks credits
Additional perks & discounts like travel and partner discounts, tuition support, legal support, and pet benefits
A people-first culture with Employee Resource Groups (ERGs), social events, recognition programs, and service awards that help you connect, grow, and celebrate together
Specific benefits and programs vary by location.
Inclusion is a Big Deal!
To be the best travel dealmakers in the world, we believe our team should reflect the broad range of customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work.
Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love for you to join us and help shape what makes our team extraordinary.
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