Senior Product Manager

<p>Swile is looking for a&nbsp;<strong>Senior Product Manager</strong> 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.</p> <p>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.</p> <h3>Key responsibilities</h3> <ul> <li>Own the Travel Operations roadmap and help Swile scale travel volumes without a proportional increase in operational headcount.</li> <li>Improve the entire post-booking journey, including changes, cancellations, disruptions, refunds and supplier confirmations.</li> <li>Use contact data, conversation transcripts and time spent with agents to identify root causes and solve recurring issues in the product.</li> <li>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.</li> <li>Build and improve the back-office and other tools used by Customer Care teams.</li> <li>Drive automation and operational excellence in partnership with Customer Care leadership, covering processes, routing, SLAs and launch readiness.</li> <li>Track success through metrics such as contact rate, self-service resolution, time to resolution, cost per contact and traveler satisfaction.</li> </ul> <h3>Profile</h3> <ul> <li><strong>5+ years of product management experience</strong>, including ownership of an operations-heavy product such as customer care, servicing, marketplace operations or logistics.</li> <li>Experience building internal tools and back-office products with a strong focus on operational users.</li> <li>Comfortable working with complex integrations, APIs, event flows, data consistency and edge cases.</li> <li>Data-driven, with the ability to combine dashboards, operational data and customer verbatims.</li> <li>Practical understanding of how AI can improve support, how to assess its reliability and how it impacts agents’ work.</li> <li>Strong written communication and the ability to influence stakeholders from frontline teams to senior leadership.</li> <li>Professional fluency in <strong>French and English</strong>.</li> </ul> <p>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.</p> <h3><strong>Our recruitment process :&nbsp;</strong></h3> <ul> <li><strong>Alizée (Recruitment Team) :</strong> an initial conversation to assess the fit between your profile and our expectations.</li> <li><strong>Timothy (future manager) :</strong> a discussion about our short- and long-term plans, our roadmap and the milestones ahead.</li> <li><strong>Conversation with peers</strong></li> <li><strong>Eric (CTPO) :</strong> the final step to wrap up the interview process.</li> </ul><p>Find more <a href="https://www.arbeitnow.fr/english-speaking-jobs">English Speaking Jobs in France</a> on Arbeitnow</a>