Senior Product Manager

Job description

Swile is looking for a **Senior 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.