About the role
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.