Product Manager - Agent Productivity (f/m/x)

Description

The company is a travel technology business that builds fully personalised, multi-stop trips to 60 destinations, with over 150,000 travellers across the DACH region, France and the US.

The role is a Product Manager focused on agent productivity. You will own the products that shape how Travel Experts spend their working time: customer calls, the agent and customer experience around them, which customers each agent speaks to, and how little time is lost between calls.

The first major goal is to change how customers are linked to Travel Experts. Today each customer call is tied to one named agent days in advance, so when a customer does not show up, that agent time is wasted. You will take the product lead on solving this efficiency problem.

Beyond that, you will own the whole agent productivity area with the aim of changing how the sales organisation structures its work and how tools can make customer communication smoother and more efficient.

Responsibilities

• Own the agent productivity area and the core experience between customers and Travel Experts, a key conversion point in the customer journey. This covers Travel Expert calendars and shift management, matching logic between customers and agents, the Zoom Contact Center, the pre-sales tool and its processes, and the CRM nurturing flows around customer calls.
• Shape how Travel Experts work, not only the software. Many solutions sit in processes such as shift templates, protected quoting time and how pre-sales books calls. Design these with Sales Ops, sales leadership and the pre-sales partner, and bring the agents along.
• Define a clear metric tree, from opportunities per agent per day to customer show-up rate and conversion guardrails. Where tracking is missing, make sure it gets built so decisions are based on data.
• Build clickable or working prototypes of flows, messages and agent screens using AI tools. Test them with agents and customers, then give engineering a prototype and a lean spec rather than a long document.
• Find where automation and AI agents can take manual work off Travel Experts.
• Use AI in your own work for research synthesis, data analysis, documentation and stakeholder updates.
• Lead a team alongside an engineering team, an Engineering Manager and a designer, and work with partners in CRM, Data and Tech. Set clear goals and make trade-offs visible.

Requirements

• At least 4 years in product management, including one product you owned end to end where process change mattered as much as the software, for example sales or service tooling.
• Proven, daily use of AI in your work, which you can demonstrate.
• Comfort with data: you define metrics and critically read pilot and experiment results.
• Good judgment on scope: you break a large idea into stages, know what to leave out, and can explain the reasoning.
• Experience driving change with operational department stakeholders.
• Excellent written and spoken English. German is a strong plus because you will work closely with German-speaking agents. French is a plus.
• Nice to have: experience with Zoom Contact Center or other call infrastructure, Salesforce, CRM tools such as Braze, or previous roles in the travel industry.

Conditions

Hybrid or remote working, with the expectation that you work from the Berlin office 2 days per week.

Equal opportunity statement is not included in the original posting.

Benefits

• Access to internal travel discounts on the platform, plus discounts with outside travel companies on hotels, rentals, transport and more.
• Annual self-development budget of €1500.
• Work abroad through a programme allowing 5 months per year, inside and outside the EU.
• Support for diverse communities, with 40+ languages and cultures represented at the headquarters.
• Dog-friendly office.