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Product Manager - Agent Experience & Customer Operations
Full-time
What Is Exoticca
Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.
We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.
What is our proposal?
We are looking for a Product Manager to own the experience and platforms used by our call center agents to support sales and customer interactions.
At Exoticca, the call center plays a critical role in both converting interested travelers and supporting customers after booking. Our agents rely on platforms such as Salesforce and Sprinklr to manage thousands of interactions every day.
In this role, you will focus on improving
agent experience, operational efficiency, and customer outcomes
by evolving the tools, workflows, and systems used by our customer operations teams.
You will work at the intersection of
Customer Experience, Sales Operations, and Engineering
, translating operational needs into scalable platform solutions.
Key Responsibilities
Platform & Product Ownership:
Own the roadmap for Salesforce and Sprinklr platforms used by Customer Service and Sales teams
Define and prioritize initiatives that improve agent productivity, sales conversion, and customer satisfaction
Agent Experience & Operational Impact:
Partner with Customer Service and Sales leadership to identify pain points in call center workflows and translate them into platform improvements
Improve agent efficiency through automation, workflow optimisation, and better tooling
Ensure the platforms and tools used by agents integrate seamlessly with customer data and communication channels across the customer journey
Use data and platform analytics to identify opportunities to improve both customer experience and operational efficiency
Operational Excellence (Initial Focus):
Own the day-to-day delivery of platform improvements, bugs, and feature requests across Salesforce and Sprinklr
Establish clear prioritization frameworks and agile processes for platform development
Work closely with engineering teams and external partners to ensure timely delivery of fixes and improvements
Track progress, identify blockers, and ensure issues are resolved efficiently
Establish observability and reporting on key domain metrics, tracking platform health, incident trends, ticket volumes, and resolution times to drive data-informed operational improvements
Strategic Platform Evolution (Mid-term)
Contribute to defining the evolution of our customer operations platforms
Identify opportunities to improve agent tooling through automation, AI assistance, and workflow optimisation as customer operations scale
Ensure the platform ecosystem scales with the growth of our customer operations
Success in this role means
Sales teams have the tools they need to effectively convert interested travelers
Customer service teams can resolve issues quickly and efficiently
Platform improvements measurably increase agent productivity and customer satisfaction
Requirements
5\+ years of experience in Product Management, Platform Management, or Product Operations roles
Experience working with CRM or customer engagement platforms (Salesforce, Sprinklr, etc.)
Experience improving operational platforms, agent workflows, or customer support tooling
Strong organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously
Excellent stakeholder management and communication skills
Strong analytical mindset and ability to work with operational and performance metrics
Familiarity with Agile methodologies and backlog management tools (e.g., Jira)
Technical curiosity and ability to understand system integrations and constraints
Ability to work autonomously in a fast-paced, international environment
Benefits
Competitive compensation package in line with job responsibilities and experience
Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance with Cobee
On-site work model: offices in Barcelona City
Permanent contract from the start
Travel packages at reduced prices!
Referral bonus, if you bring people as talented as you
Unlimited coffee, team lunches, English lesson, bi-anual company parties
And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!
Join Exoticca and play a pivotal role in creating life milestones through unforgettable travel experiences! This is your opportunity to shape the future of a dynamic and innovative travel brand on a global scale.
