Senior Product Manager – Customer and Trip Experience

About the Role We are seeking a Senior Product Manager to drive the vision, strategy, and delivery of Omio’s customer-facing platform products that improve automation, streamline service operations, and enhance the end-to-end travel experience. This role sits at the intersection of customer empowerment, operational efficiency, and product innovation. You will be responsible for leading Omio’s post-booking experience, building customer-facing automation through the chatbot, self-serve platforms, and agentic AI actions, while enhancing traveller confidence and reducing operational friction. You’ll partner with engineering, product design, operations, and analytics teams to deliver high-impact features and scalable systems. This is a strategic, high-visibility role with the opportunity to significantly influence customer loyalty, operational efficiency, and revenue growth.

Responsibilities

AI Native Product Leadership - Own and drive an AI-first product vision, embedding intelligence, automation, and agentic capabilities into every layer of customer experience and service operations; Product Strategy & Roadmap: Define and execute the strategy for customer-facing automation, disruption management, and service tooling; Customer Empowerment: Lead discovery and delivery of self-serve capabilities across post-purchase use cases (e.g. changes, cancellations, rebookings); Cross-Functional Leadership: Align and collaborate with Tech, Design, UXR, Data, and Operations across levels to deliver outcomes at scale; Automation & Efficiency: Expand conversational interfaces and intelligent support systems (chatbot) to reduce manual touchpoints and increase self-sufficiency; Lead discovery and execution of Agentic AI-driven actions to automate CS agent processes; Insight-Driven Prioritisation: Translate research and data insights into actionable product decisions, balancing customer needs with business goals; Operational Enablement: Champion agent-facing tools, knowledge management systems, and service platforms that improve efficiency and consistency.

Requirements

7+ years of Product Management experience, with proven success driving complex, cross-functional initiatives; Being AI native - Deep understanding of AI, LLMs, AI agents and agentic workflow-based product development, Applied AI products; Track record of building customer-facing systems or platforms that improve user outcomes and scale operationally; Strong product instincts with the ability to balance customer value, technical feasibility, and business impact; Excellent organisational and communication skills, able to influence and align across multiple teams and senior stakeholders; Analytical mindset with experience leveraging both quantitative data and qualitative insights; Comfort working in Agile environments within global, fast-paced organisations.

Nice to have

Experience with conversational AI, support platforms (e.g. Zendesk), or agent tooling; Background in travel or service-driven industries where automation and disruption management are critical; Expertise in scaling knowledge management or service operations systems.

Benefits

Have an impact. With innovation and smart technology, we are changing the way people travel, and you too can have an impact on this ride; A competitive and attractive compensation package; Subsidized Urban Sports Club membership; A diverse team of more than 45 nationalities