Product-Travel · Product
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 con