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

Tourlane GmbH; Berlin; Hybrid; EUR 70,000 - 105,000; Full time

Benefits offered by this job

Hybrid work model

Travel discounts on Tourlane platform

Annual €1500 self-development budget

Dog-friendly office

Travel program: 5 months per year

Job summary

Tourlane, a traveltech leader, seeks a Product Manager (f/m/x) focused on Agent Productivity to own key tools shaping how Travel Experts work and connect with customers. You’ll own calendar/shift management, matching logic, Zoom Contact Center, pre-sales processes, and CRM nurturing flows around agent calls.

Your mission includes improving efficiency when customers are matched with agents and ensuring measurable impact.

Qualifications

• 4+ years in product management with end-to-end ownership of a product where process change mattered.
• Proven AI fluency; AI is part of how you work every day.
• Comfort with data: define metrics and read pilot results.
• Strong judgment on scope: break big ideas into stages and decide what to leave out.
• Experience driving change with operational department stakeholders.
• Excellent English; German is a strong plus; French is a plus.

Responsibilities

• Own the Agent Productivity area and shape the core experience between customers and Travel Experts as a key conversion point in the customer journey.
• Lead changes in processes with Sales Ops, Sales leadership and our pre-sales partner; bring the agents along.
• Define a clear metric tree and ensure data supports decisions; build tracking where missing.
• Prototype flows using AI tools, test with agents and customers, and hand a prototype with a lean spec to engineering.
• Put AI to work in the agent workflow by identifying automation opportunities.
• Lead your team with an engineering Manager and a designer, and coordinate with CRM, Data and Tech partners.

Skills

AI fluency

Data-driven decision making

English communication

German language (plus)

Tools

Zoom Contact Center

Salesforce

Braze CRM tools

Job description

Welcome to Tourlane! We're a traveltech company on a mission to provide the best experience in travel.

We know that vacation time is precious. Our goal is to help customers discover the world and create lasting memories. That's why our ambition is to offer the best experience in travel by empowering travel planners to craft extraordinary, personalized journeys that go beyond the ordinary, because we believe life is too short for standard travel.

We provide fully personalized, multi-stop trips to 60 destinations around the world and counting. With over 150,000 travelers in the DACH region, France and the US, we're on our way to becoming Europe's, and the World's, leading travel company.

We are looking for a Product Manager (f/m/x) with focus on Agent Productivity. You will own the products that decide how our Travel Experts spend their day: when they talk to customers, how this experience is shaped from customer and agent perspective, which customers agents talk to, and how little time they lose in between.

Your first big mission is to change how our customers are connected to our Travel Experts. Today every customer call is tied to one named agent days in advance. When a customer does not show up, that time is lost for us. This is a core efficiency problem we want to solve and you will take a leading role for this from product side

Besides this core mission, your end to end ownership for the agent productivity area has the goal to change how our sales organisation structures their work and how our tools can support to make the communication and experience with our customers as efficient and smooth as possible.

WHAT IS THE ROLE ABOUT?

• Product ownership: Own the Agent Productivity area and shape the core experience between our customers and Travel Experts as a key conversion point in our customer journey. You will be responsible for products and services like Travel Expert calendar and shift management, matching logic between customers & Travel Experts, Zoom Contact Center, our Pre-Sales tool and processes, and the CRM nurturing flows around the customer calls.

• Change how Travel Experts works, not just the software: Many of your solutions live in processes as much as in code: shift templates, protected quoting time, how pre-sales books calls. You shape them together with Sales Ops, Sales leadership and our pre-sales partner, and you bring the agents along.

• Measure what matters: Own a clear metric tree, from opportunities per agent per day to customer show up rate and conversion guardrails. Where tracking does not exist yet, you make sure it gets built, so every decision rests on data.

• Prototype before you specify: Use AI tools to build clickable or working prototypes of flows, messages and agent screens. Test them with agents and customers, then hand your engineering team a prototype plus a lean spec instead of a long document.

• Put AI to work in the agent workflow: Find the places where automation and AI agents can take manual work off our Travel Experts.

• Work AI-native yourself: Use AI for research synthesis, data analysis, documentation and stakeholder updates.

• Lead your team: Work with an engineering team, an Engineering Manager and a designer, and with partners in CRM, Data and Tech. Set clear goals and make trade-offs visible.

WHAT WILL YOU NEED TO BE SUCCESSFUL?

• 4+ years in product management, with at least one product you owned end to end where process change mattered as much as the software, e.g. sales or service tooling.

• Proven AI fluency. AI is part of how you work every day, and you can show it to us.

• Comfort with data: you define metrics and read pilot and experiment results critically.

• Strong judgment on scope: you cut a big idea into stages, know what to leave out, and can explain why.

• Experience driving change with operational department stakeholders.

• Excellent communication in English. German is a strong plus, since 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, previous roles in the travel industry.

What we offer:

• Flexible working setup to get the most of your working hours: we offer full flexibility in our Hybrid/Remote model, however we do expect that you take advantage of our lively Berlin office 2 days per week.

• Access to internal travel discounts on our platform plus outside travel industry discounts on hotels, rentals, transport and a lot more.

• Annual €1500 self-development budget.

• We share your passion for traveling: enjoy working abroad through our program (5 months per year, inside and outside of EU!).

• We support all the diverse communities that make us Tourlane: 40+ Language's and Cultures represented at our HQ.

• Dog-friendly office: we can't wait to meet your furry friend!