Senior Travel Ops Product Lead (AI-Driven Post-Booking)

Swile; Montpellier (United States Virgin Islands); Hybride; USD 100 000 - 140 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

5+ years PM experience

Operations-heavy product

Internal tools

APIs & integrations

Data-driven decisions

AI in support

Outils

APIs

CRM integrations

Description du poste

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.