Senior Product Manager – Customer and Trip Experience

About the Role

We are seeking a Senior Product Manager to drive the vision, strategy, and delivery of Omio’s customer-facing platform products that improve automation, streamline service operations, and enhance the end-to-end travel experience. This role sits at the intersection of customer empowerment, operational efficiency, and product innovation.

You will be responsible for leading Omio’s post-booking experience, building customer-facing automation through the chatbot, self-serve platforms, and agentic AI actions, while enhancing traveller confidence and reducing operational friction. You’ll partner with engineering, product design, operations, and analytics teams to deliver high-impact features and scalable systems.

This is a strategic, high-visibility role with the opportunity to significantly influence customer loyalty, operational efficiency, and revenue growth.

What You’ll Do

• AI Native Product Leadership - Own and drive an AI-first product vision, embedding intelligence, automation, and agentic capabilities into every layer of customer experience and service operations.

• Product Strategy & Roadmap: Define and execute the strategy for customer-facing automation, disruption management, and service tooling.

• Customer Empowerment: Lead discovery and delivery of self-serve capabilities across post-purchase use cases (e.g. changes, cancellations, rebookings).

• Cross-Functional Leadership: Align and collaborate with Tech, Design, UXR, Data, and Operations across levels to deliver outcomes at scale.

• Automation & Efficiency: Expand conversational interfaces and intelligent support systems (chatbot) to reduce manual touchpoints and increase self-sufficiency.

• Lead discovery and execution of Agentic AI-driven actions to automate CS agent processes.

• Insight-Driven Prioritisation: Translate research and data insights into actionable product decisions, balancing customer needs with business goals.

• Operational Enablement: Champion agent-facing tools, knowledge management systems, and service platforms that improve efficiency and consistency.