Senior Product Manager

Swile; Montpellier (United States Virgin Islands); Hybrid; USD 100,000 - 140,000; Full time

Job summary

Swile seeks a Senior Product Manager to own the post-booking experience for business travelers. You will lead a cross-functional team of engineers and a designer, collaborating with Customer Care leadership in France and Brazil to shape a scalable travel operations product.

You will drive AI adoption across channels, improve the post-booking journey, and measure success with key metrics like contact rate, time to resolution, and traveler satisfaction.

Qualifications

• 5+ years of product management experience in a technical or operations-heavy context.
• Experience building internal tools or back-office products for operational users.
• Comfort with complex API integrations and data flows (events, edge cases).
• Data-driven approach using dashboards and customer insights to guide decisions.
• Experience evaluating and implementing AI to improve support and agent workflows.
• Strong written communication and influence across stakeholders from frontline teams to leadership.

Responsibilities

• Own the Travel Operations roadmap and scale travel volumes with efficient headcount.
• Improve the post-booking journey: changes, cancellations, refunds, and supplier confirmations.
• Use data and transcripts to identify root causes and fix recurring issues.
• Lead AI agent adoption across chat, phone, and email with clear ownership rules.
• Build and improve back-office tools used by Customer Care teams.
• Drive automation and operational excellence with leadership on processes and SLAs.
• Track success using metrics like contact rate, self-service, and traveler satisfaction.

Skills

5+ years PM experience

Operations-heavy product

Internal tools

APIs & integrations

Data-driven decisions

AI in support

Tools

APIs

CRM integrations

Job description

Swile is looking for aSenior Product Manager to own the post-booking experience for business travelers. The role covers the full Customer Care journey, from self-service in the app to the tools used by support agents and the integrations with airlines, rail operators, hotels and car rental companies.

You will lead product for a cross‑functional team of engineers and a designer, while working closely with Customer Care leadership, engineering teams and colleagues across France and Brazil. The position offers the opportunity to shape a scalable travel operations product and contribute to Swile’s European expansion within a culture of autonomy, ownership and high product standards.

Key responsibilities

• Own the Travel Operations roadmap and help Swile scale travel volumes without a proportional increase in operational headcount.
• Improve the entire post‑booking journey, including changes, cancellations, disruptions, refunds and supplier confirmations.
• Use contact data, conversation transcripts and time spent with agents to identify root causes and solve recurring issues in the product.
• Lead the adoption of AI agents across chat, phone and email, defining which cases can be automated, when humans should take over and how the agent role should evolve.
• Build and improve the back‑office and other tools used by Customer Care teams.
• Drive automation and operational excellence in partnership with Customer Care leadership, covering processes, routing, SLAs and launch readiness.
• Track success through metrics such as contact rate, self‑service resolution, time to resolution, cost per contact and traveler satisfaction.

Profile

• 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 with a strong focus on operational users.
• Comfortable working with complex integrations, APIs, event flows, data consistency and edge cases.
• Data‑driven, with the ability to combine dashboards, operational data and customer verbatims.
• Practical understanding of how AI can improve support, how to assess its reliability and how it impacts agents’ work.
• Strong written communication and the ability to influence stakeholders from frontline teams to senior leadership.
• Professional fluency in French and English.

Previous experience in travel is not required. Candidates from both entrepreneurial and established‑company environments are welcome, with a focus on product depth, operational impact and demonstrated results.

Our recruitment process :

• Alizée (Recruitment Team) : an initial conversation to assess the fit between your profile and our expectations.
• Timothy (future manager) : a discussion about our short‑and‑long‑term plans, our roadmap and the milestones ahead.
• Conversation with peers
• Eric (CTPO) : the final step to wrap up the interview process.