Senior Product Manager, Customer Operations

This is a fully remote position, open to applicants in Europe.

📋 Description

• Oversee Customer Operations, including the internal systems and tools utilized by the customer support team.

• Manage configuration, incident resolution, and tracking of fulfillments.

• Operate Customer Operations as a complete business and product domain.

• Take responsibility for outcomes, financial aspects, priorities, and product decisions.

• Establish success metrics and determine priorities, testing, development, and necessary trade-offs.

• Enhance fulfillment rates and lower incident volumes without a proportional increase in headcount or costs.

• Identify internal tools that enable customer support to resolve issues more rapidly with reduced manual effort and fewer handoffs.

• Ascertain optimal investment areas in customer support systems for the most significant P&L returns.

• Contribute to the development and structuring of Nuitée’s product organization as the company expands.

⛳️ Requirements

• Have overseen a product or business area comprehensively for several years, demonstrating the outcomes you achieved.

• Possess a strong understanding of operations, support, or internal-tooling economics, particularly regarding cost-to-serve, fulfillment, or efficiency trade-offs.

• Ability to delve deeply into systems and operational mechanics and translate that into product decisions.

• Comfortable collaborating closely with engineering on technically intricate products.

• Experience in a high-pressure environment where you were responsible for driving results independently.

• Willingness to engage deeply in operations and cost/efficiency considerations rather than remaining at a superficial product management level.

• Depth in operations or internal tooling is prioritized over travel experience.

• Capability to work effectively in ambiguous situations and make independent decisions.

🏝️ Benefits

• Meaningful equity opportunities.

• Chance to contribute to the development of Nuitée’s product organization.

• Flexibility for remote work within the EU, or hybrid arrangements in Barcelona, Palma, Dublin, or London.

• Ability to act swiftly with minimal bureaucratic obstacles and considerable decision-making autonomy.

• Ownership of a tangible P&L and product/business domain.

• Opportunity to engage with a global-scale, AI-driven travel infrastructure platform.

• Streamlined hiring process typically lasting 2–3 weeks.