Senior Product Manager

Description

The company is hiring a Senior Product Manager to take charge of the experience travelers have after booking a business trip. The scope spans everything from self-service in the app to the internal tools support agents use, plus connections with airlines, rail operators, hotels and car rental firms.

You will lead a cross-functional team made up of engineers and a designer. Day to day you will work with Customer Care leadership, engineering and colleagues in France and Brazil. The role gives you a chance to shape a travel operations product built to grow, as the company expands in Europe. The team works with autonomy and ownership and holds a high bar for product quality.

Responsibilities

• Own the travel operations roadmap and grow travel volume without adding operations headcount at the same rate.
• Improve the full post-booking flow: changes, cancellations, disruptions, refunds and supplier confirmations.
• Analyze contact data, conversation transcripts and agent handling time to find the underlying causes of recurring problems and fix them in the product.
• Lead the rollout of AI agents across chat, phone and email. Decide which cases can be automated, when a human should step in, and how the agent role will change.
• Build and improve the back-office tools and other internal tools that Customer Care teams rely on.
• Drive automation and operational quality with Customer Care leadership, covering processes, routing, SLAs and launch readiness.
• Measure results through contact rate, self-service resolution, time to resolution, cost per contact and traveler satisfaction.

Requirements

• 5+ years of product management experience, including ownership of an operations-heavy product such as customer care, servicing, marketplace operations or logistics.
• Experience building internal tools and back-office products designed for operations users.
• Comfort with complex integrations, APIs, event flows, data consistency and edge cases.
• A data-driven approach that combines dashboards, operational data and customer verbatims.
• A practical grasp of how AI can improve support, how to judge whether it is reliable, and how it affects agents' work.
• Clear written communication and the ability to win over stakeholders from frontline teams up to senior leadership.
• Professional fluency in French and English.
• Travel industry experience is not required. Candidates from startups and established companies are both welcome, and the focus is on product depth, operational impact and proven results.

Conditions

The hiring process has four steps: a first conversation with Alizée from the Recruitment Team to check fit, a discussion with Timothy, the future manager, about short- and long-term plans, the roadmap and upcoming milestones, a conversation with peers, and a final step with Eric, the CTPO.