Farera | Careers | Senior Product Manager

Senior Product Manager - Customer Service

What Your Role Involves

As a Senior Product Manager for Customer Service, you will be pivotal in revolutionizing the customer support experience within Farera. Your role will require strategic vision and hands-on execution to ensure that every traveler's concern and query is resolved efficiently and effectively. If you have a knack for problem-solving, are passionate about improving the customer journey, and can drive product initiatives in a dynamic setting, we’d love to have you steer our customer service innovations.

Key Responsibilities

Define and execute the product roadmap for our customer service platform, with a focus on enhancing user experience and operational efficiency for flight sales and support.
Lead cross-functional teams to ideate, prototype, test, and launch innovative features and services that address the pain points of our customers throughout their travel experience.
Use data-driven insights to identify opportunities for improvement, set priorities, and measure the impact of changes on customer satisfaction and operational metrics.
Collaborate closely with engineering, design, and customer service teams to ensure product features are delivered to specification and create the most value for our users.
Engage with customers to gather detailed feedback and incorporate user-centric design principles into product development.
Champion the voice of the customer within the organization, ensuring that user needs and expectations shape the decisions we make.
Keep abreast of the latest trends in customer service technology and practice, applying them to our context to keep our services cutting-edge and user-friendly.
Ensure seamless integration of customer service tools with other company systems, such as booking engines and CRM platforms, to provide a unified and efficient service experience.
Foster a culture of continuous improvement, encouraging experimentation and learning from both successes and failures to refine our customer service offerings.

What You'll Need to Succeed

A proven track record as a Product Manager, with significant experience in customer service or related fields, preferably within the online travel or e-commerce industries.
Excellent leadership and communication skills, with the ability to influence without authority and drive cross-functional teams towards a common vision.
A customer-first mindset, with an emphasis on empathy and the skills to translate customer feedback into tangible product features.
Strong analytical and decision-making capabilities, with an understanding of how to interpret customer service data to make informed product decisions.
Experience with agile development methodologies and the ability to adapt quickly to changing priorities and customer needs.
The drive to foster innovation and a hands-on approach to product management, from conception to launch and beyond.
A deep understanding of the technical architecture of complex and highly scalable customer service systems.

Bonus: Direct experience in the travel sector, along with a passion for travel and the customer service challenges unique to this industry, will make you a standout candidate.

Senior Product Manager - Customer Service

What Your Role Involves

Key Responsibilities

Define and execute the product roadmap for our customer service platform, with a focus on enhancing user experience and operational efficiency for flight sales and support.
Lead cross-functional teams to ideate, prototype, test, and launch innovative features and services that address the pain points of our customers throughout their travel experience.
Use data-driven insights to identify opportunities for improvement, set priorities, and measure the impact of changes on customer satisfaction and operational metrics.
Collaborate closely with engineering, design, and customer service teams to ensure product features are delivered to specification and create the most value for our users.
Engage with customers to gather detailed feedback and incorporate user-centric design principles into product development.
Champion the voice of the customer within the organization, ensuring that user needs and expectations shape the decisions we make.
Keep abreast of the latest trends in customer service technology and practice, applying them to our context to keep our services cutting-edge and user-friendly.
Ensure seamless integration of customer service tools with other company systems, such as booking engines and CRM platforms, to provide a unified and efficient service experience.
Foster a culture of continuous improvement, encouraging experimentation and learning from both successes and failures to refine our customer service offerings.

What You'll Need to Succeed

A proven track record as a Product Manager, with significant experience in customer service or related fields, preferably within the online travel or e-commerce industries.
Excellent leadership and communication skills, with the ability to influence without authority and drive cross-functional teams towards a common vision.
A customer-first mindset, with an emphasis on empathy and the skills to translate customer feedback into tangible product features.
Strong analytical and decision-making capabilities, with an understanding of how to interpret customer service data to make informed product decisions.
Experience with agile development methodologies and the ability to adapt quickly to changing priorities and customer needs.
The drive to foster innovation and a hands-on approach to product management, from conception to launch and beyond.
A deep understanding of the technical architecture of complex and highly scalable customer service systems.

Bonus: Direct experience in the travel sector, along with a passion for travel and the customer service challenges unique to this industry, will make you a standout candidate.

Senior Product Manager - Customer Service

What Your Role Involves

Key Responsibilities

Define and execute the product roadmap for our customer service platform, with a focus on enhancing user experience and operational efficiency for flight sales and support.
Lead cross-functional teams to ideate, prototype, test, and launch innovative features and services that address the pain points of our customers throughout their travel experience.
Use data-driven insights to identify opportunities for improvement, set priorities, and measure the impact of changes on customer satisfaction and operational metrics.
Collaborate closely with engineering, design, and customer service teams to ensure product features are delivered to specification and create the most value for our users.
Engage with customers to gather detailed feedback and incorporate user-centric design principles into product development.
Champion the voice of the customer within the organization, ensuring that user needs and expectations shape the decisions we make.
Keep abreast of the latest trends in customer service technology and practice, applying them to our context to keep our services cutting-edge and user-friendly.
Ensure seamless integration of customer service tools with other company systems, such as booking engines and CRM platforms, to provide a unified and efficient service experience.
Foster a culture of continuous improvement, encouraging experimentation and learning from both successes and failures to refine our customer service offerings.

What You'll Need to Succeed

A proven track record as a Product Manager, with significant experience in customer service or related fields, preferably within the online travel or e-commerce industries.
Excellent leadership and communication skills, with the ability to influence without authority and drive cross-functional teams towards a common vision.
A customer-first mindset, with an emphasis on empathy and the skills to translate customer feedback into tangible product features.
Strong analytical and decision-making capabilities, with an understanding of how to interpret customer service data to make informed product decisions.
Experience with agile development methodologies and the ability to adapt quickly to changing priorities and customer needs.
The drive to foster innovation and a hands-on approach to product management, from conception to launch and beyond.
A deep understanding of the technical architecture of complex and highly scalable customer service systems.

Bonus: Direct experience in the travel sector, along with a passion for travel and the customer service challenges unique to this industry, will make you a standout candidate.

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