Senior Product Manager — AI Automation for Support Ops

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

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.