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.
- 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.
Skills Required
- 5+ years of product management experience
- Experience owning an operations-heavy product such as customer care, servicing, marketplace operations, or logistics
- Experience building internal tools and back-office products for operational users
- Experience with complex integrations, APIs, event flows, data consistency, and edge cases
- Data-driven ability to combine dashboards, operational data, and customer feedback
- Practical understanding of AI for customer support, including reliability assessment and agent impact
- Strong written communication and stakeholder influence skills
- Professional fluency in French and English
What We Do
We've made it our mission to create a more fulfilling world of work. The secret? Making people smile. Celebrating with your team after closing a big project. Grabbing lunch with coworkers at your favorite sushi place. Spending your employee benefits with a hassle-free payment solution. It’s time to start smiling at work. Here’s how: Swile Card: the all-in-one card for all your employee benefits. Meal vouchers, gift vouchers and mobility benefits are on one single smartcard that automatically pulls from the right account. It's compatible with Apple and Google Pay, and you can link your bank card to pick up the difference if you go over the daily limit. Checkout in just one swipe! Our App: the super-app to nurture team cohesion. Shower colleagues with emojis for professional or personal praises. Start a free collection for an upcoming birthday. Organize the next happy hour. Payback a coworker.... 1001 ways to connect, 1 app to do it. Insights: fun, gamified surveys to take the pulse of your teams. With our powerful analytics tool, pinpoint key engagement drivers and turn results into action. Drive positive change within your company. Everyday, every moment, give a reason to Swile
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