Senior Product Manager Swile

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.