We are looking for a Telephony Product Manager to join our Customer Service HQ and own the telephony infrastructure across our global support operations. In this role, you will work at the intersection of product, engineering, and vendor management — optimizing routing, reducing costs, and driving channel strategy across multiple markets. You will manage relationships with voice and communications providers, shape the telephony product roadmap, and translate complex operational requirements into scalable technical solutions that directly impact the efficiency and quality of customer support at scale.
Requirements
- 3–5 years of experience in product management or technical program management; background in contact center technology, voice/telephony, or customer operations is a plus but not required — strong systems thinking and the ability to ramp up quickly in a new domain matter more.
- Technical proficiency: comfortable reading API documentation, understanding routing logic, IVR trees, telecom billing models, and integration patterns; able to translate stakeholder requirements into clear technical specifications.
- Cost analysis and data skills: solid SQL for ad-hoc analysis, experience building cost models and business cases using unit economics.
- Vendor management: proven track record of conducting commercial negotiations with telecom or SaaS providers in English, managing SLAs, and onboarding new vendors.
- Cross-functional collaboration: experience coordinating across engineering, Ops/CX, legal, and finance; able to manage multiple workstreams in parallel.
- Product delivery: able to own a product roadmap, write PRDs, prioritize based on cost and impact, and drive execution to outcomes alongside engineering teams.
Benefits
- Flexible schedules and opportunity to work remotely
- Ambitious and supportive team who love what they do, appreciate each other, and grow together
- Internal programs for adaptation and training, development of soft skills, and leadership abilities
- Partial compensation for participating in external training and conferences
- Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world
- Corporate prices on hotels and travel services
- MyTime Day Off - an extra non-working day without loss of compensation
Skills Required
- 3-5 years of experience in product management or technical program management
- Technical proficiency in reading API documentation and understanding telecom concepts
- Solid SQL skills for ad-hoc analysis
- Proven track record in vendor management and conducting commercial negotiations
- Experience in cross-functional collaboration with various departments
- Ability to own a product roadmap and drive execution with engineering teams
What We Do
Emerging Travel is an online travel group based in Delaware, USA. The company operates brands RateHawk, ZenHotels and RoundTrip in 180+ source markets. Our products help customers select and book all types of accommodation from over 1.7 m options in 220 countries. Our goal is to enable customers to plan all aspects of travel for work and for pleasure. Emerging Travel Group has been founded in 2010, and today employs more than 1 200 people across Europe, CIS, Middle East, and South Africa in roles ranging from product and business development to specialized multilingual customer support for all our customers, whether they are trade partners or individuals simply booking their hotels online. Our mission is to enrich everyone’s travel experience around the world through cutting edge technology and excellent customer service.
