Senior Product Manager - Post-Booking User Experience

Job description

About Us Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we're on a mission to power real work, with real impact. We're trusted by more than 12,000 companies worldwide, including On Running, Breitling, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem https://www.perk.com/shadow-work-report. Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work. At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel, fintech, and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team. Visit www.perk.com http://www.perk.com to learn more. We are looking for a Senior Product Manager to join our post-booking product team — owning the full customer experience from the moment a trip is confirmed to the moment the traveller gets home safely. Post-booking is everything that happens after a customer hits confirm — flight changes, hotel check-ins, missing invoices, disruptions at the gate, refunds and every question in between. It's a huge surface area, and it's where trust in Perk is really tested. Today, the tools exist — AI chat, intelligent triage, self-serve trip management, a Support Center, help pages, and a team of expert agents. But they don't yet feel like one experience to the customer. Your mission is to bring them together into a cohesive post-booking journey: one where customers can find answers and resolve issues independently, and where a human is always available quickly, with full context, ready to step in when it matters. We call this seven-star service. This is also one of the most exciting AI product roles at Perk right now. Customer support is fundamentally a language problem — chat, email, voice — exactly where LLMs are transforming what's possible. Building AI into this product isn't a nice-to-have; it's the mechanism by which seven-star service becomes achievable at scale. If you want to ship AI that genuinely changes how people experience a product, this is the role. REQUIREMENTS - A strong product vision — you can paint a clear picture of what great looks like and make it real through execution, even as the AI-powered support landscape shifts rapidly beneath you - Hands-on with AI — you use AI tools to accelerate your own work, from research and prototyping to writing and analysis, while applying your own taste and judgement to know what's actually good - Exceptional design taste — you hold a high bar for quality, sweat the details, and partner closely with design to get the experience right - User experience at the heart of your delivery - An experimental mindset — you form hypotheses quickly, design small bets to test them, and know when the evidence is telling you something - Strong opinions, loosely held — you make clear calls in ambiguous situations and change your mind when you should, not when pressured - Ability to diagnose problems with data — you can move from aggregate trends to individual signals and translate findings into product decisions - Sharp prioritisation instincts — with a broad surface area and significant ownership, you make clear, defensible calls about what to build and what to park - Strong stakeholder management — this role sits at the intersection of product, operations, AI, and customer care; you know how to align diverse stakeholders and keep execution moving - Excellent written communication — you can take a complex finding and turn it into a sharp, actionable brief that moves a team How We Work At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work. For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume. Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you. Protect Yourself from Recruitment Scams All official communication from Perk will always come from email addresses ending in @perk.com http://perk.com or @externalperk.com http://externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk .com, and we will confirm whether it is legitimate. #LI-Hybrid