Senior Product Manager

الوصف

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.

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