Product manager in customer support automation

Emerging Travel Group; United States; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible schedule

Remote work options

Professional development support

Job summary

Emerging Travel Group is seeking a Senior Product Manager to lead our customer support AI automation product line. You will translate high-level business needs into clear automation initiatives from discovery through production, focusing on complex operational processes rather than user-facing features.

You will own the roadmap, work with operations and engineering teams, and drive data-driven decisions to reduce costs and improve customer experience using AI agents and LLM integrations.

Qualifications

• 4–6 years of product management experience, with automation or AI delivering measurable results.
• Strong analytical skills, including process analysis and data-driven prioritisation.
• Experience taking initiatives from discovery to production rollout.
• Comfort working with complex processes, stakeholders and cross-functional teams.
• Excellent communication and stakeholder-management abilities.
• Hands-on with AI agents (Claude Code or Codex) and knowledge of prompt engineering.
• Nice to have: BPMN/Camunda familiarity and experience automating complex processes.

Responsibilities

• Own the roadmap and prioritisation for the product line to deliver measurable savings.
• Collaborate with support operations to identify automation opportunities.
• Analyze processes, volumes, costs and build data-driven business cases.
• Define scope, business logic and requirements for automation initiatives.
• Work with BPM, backend, LLM teams to align on solutions and delivery.
• Run multiple initiatives in parallel; balance new automation with ongoing work.
• Use AI tools (Claude Code, Codex) for analysis, prototyping and documentation.

Skills

Analytical and research skills

Stakeholder management

Cross-functional collaboration

Data-driven prioritisation

Strong communication

Hands-on AI agents (Claude Code or Cod

Prompt engineering understanding

Tools

Camunda

BPMN

Job description

Описание:

We’re looking for a Senior Product Manager to lead the development of our customer support AI automation product line. You’ll help reduce operational costs, increase automation and improve the customer experience. This role is focused on complex operational processes rather than primarily user-facing features. You’ll turn high-level business needs into clear, measurable automation initiatives - from discovery and business case through pilot and production.

Задачи:

Own the roadmap and prioritisation for the product line: decide what to build, in what order and why, and deliver against measurable savings targets. Work with support operations to understand how processes work in practice, identify automation opportunities and turn operational pain points into shipped solutions. Analyse processes, volumes, costs and expected outcomes; build data-driven business cases and assess whether initiatives should be piloted or scaled. Define scope, business logic and requirements for automation initiatives, including exceptions, dependencies and cases that need to remain under human control. Partner with BPM engineers, backend developers, the LLM team, QA and process owners to align on solutions and delivery. Run several initiatives in parallel, balancing new automation opportunities, active projects and infrastructure work. Help shape how the team works, including product documentation standards, phased delivery and the path from pilot to production. Use AI tools such as Claude Code or Codex in your day-to-day work for analysis, prototyping and documentation—and critically validate their outputs.

Требования:

4–6 years of experience in product management, ideally with automation or AI initiatives that delivered measurable business results. Strong analytical and research skills, including process analysis, opportunity sizing, project economics and data-informed prioritisation. Experience taking initiatives from discovery and business case through delivery, pilot evaluation and production rollout. Confidence working with complex processes, multiple stakeholders and cross-functional technical teams. Strong communication and stakeholder-management skills: able to align business and technical teams, manage competing priorities and advocate for automation without losing sight of service quality. Hands‑on, regular experience with AI agents such as Claude Code or Codex, as well as a working understanding of prompt engineering, model selection and LLM integrations. Будет плюсом: Experience with customer support or contact‑centre operations; Familiarity with BPMN and workflow tools such as Camunda; Experience automating complex operational processes in adjacent domains

Условия:

A fully flexible work schedule — there’s no pressure to start work at exactly 9:00 AM; what matters is achieving results and moving forward; Each person in our team is encouraged to choose their preferred work format. You can work fully remotely, come to the office, or choose a hybrid work model; We are an ambitious and supportive team who love what they do, appreciate each other, and grow together; The growth and development of each employee is our priority, so we have internal programs available for adaptation and training, development of soft skills and leadership abilities that are tailored individually to each employee; We also provide partial compensation for employees participating in external training and conferences; In tourism, it's difficult to grow without an excellent knowledge of English, and we support our employees' language learning goals — we organize group and individual lessons, plus speaking clubs with colleagues from all over the world; And, of course, to encourage you to travel more, we offer corporate prices on hotels and other travel services; We prioritize well-being and are committed to supporting the overall health and work-life balance at ETG. As part of this commitment, we provide MyTime Day Off - an extra day off that is designed to give our employees the flexibility to focus on important matters, whether it’s taking care of their health, mental recharge, addressing personal issues, or any other important activities.