Product Manager (Agent Experience & Customer Operations)

• In this role, you will focus on improving agent experience, operational efficiency, and customer outcomes by evolving the tools, workflows, and systems used by our customer operations teams
• You will work at the intersection of Customer Experience, Sales Operations, and Engineering, translating operational needs into scalable platform solutions
• Own the roadmap for Salesforce and Sprinklr platforms used by Customer Service and Sales teams
• Define and prioritize initiatives that improve agent productivity, sales conversion, and customer satisfaction
• Partner with Customer Service and Sales leadership to identify pain points in call center workflows and translate them into platform improvements
• Improve agent efficiency through automation, workflow optimisation, and better tooling
• Ensure the platforms and tools used by agents integrate seamlessly with customer data and communication channels across the customer journey
• Use data and platform analytics to identify opportunities to improve both customer experience and operational efficiency
• Own the day-to-day delivery of platform improvements, bugs, and feature requests across Salesforce and Sprinklr
• Establish clear prioritization frameworks and agile processes for platform development
• Work closely with engineering teams and external partners to ensure timely delivery of fixes and improvements
• Track progress, identify blockers, and ensure issues are resolved efficiently
• Establish observability and reporting on key domain metrics, tracking platform health, incident trends, ticket volumes, and resolution times to drive data-informed operational improvements
• Contribute to defining the evolution of our customer operations platforms
• Identify opportunities to improve agent tooling through automation, AI assistance, and workflow optimisation as customer operations scale
• Ensure the platform ecosystem scales with the growth of our customer operations
• Success in this role means
• Sales teams have the tools they need to effectively convert interested travelers
• Customer service teams can resolve issues quickly and efficiently
• Platform improvements measurably increase agent productivity and customer satisfaction

Benefits

• Unlimited tea & coffee: Enjoy a cup of “Good News” coffee while connecting with colleagues
• Referral bonus: Bring people as talented as you are to earn a nice bonus!
• Exoticca events: Enjoy regular afterworks, plus bi-annual parties and team lunches
• Language courses: Improve your Spanish or English with free language courses
• Exoticca packages: Travel packages at reduced prices for employees and family/friends!
• Flexible compensation: Use part of your salary for food/transportation with Cobee or get private health insurance with DKV
• Multicultural team: Learn from a diverse team with different backgrounds and perspectives- Technical curiosity and ability to understand system integrations and constraints
• Excellent stakeholder management and communication skills
• Experience improving operational platforms, agent workflows, or customer support tooling
• Familiarity with Agile methodologies and backlog management tools (e.g., Jira)
• Experience working with CRM or customer engagement platforms (Salesforce, Sprinklr, etc.)
• Strong analytical mindset and ability to work with operational and performance metrics
• Strong organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously
• 5+ years of experience in Product Management, Platform Management, or Product Operations roles
• Ability to work autonomously in a fast-paced, international environment