Senior Product Manager, Customer Operations
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Job Description
Senior Product Manager owning customer-operations systems for Nuitée’s API infrastructure powering global travel. Improving fulfillment, reducing incidents, and optimizing support economics.
Responsibilities:
- Own Customer Operations, including internal systems and tooling for the customer support team
- Manage configuration, incident handling, and fulfillment tracking
- Run Customer Operations as a full business and product domain
- Own outcomes, economics, priorities, and product decisions
- Define success metrics and decide what to prioritize, test, build, and where to make trade-offs
- Improve fulfillment rate and reduce incident volume without proportionally increasing headcount or cost
- Identify internal tooling that helps customer support resolve issues faster with less manual work and fewer handoffs
- Determine where to invest in customer support systems for the clearest P&L return
- Help build and shape Nuitée’s product organization as the company scales
Requirements:
- Have owned a product or business area end to end for several years and can show the outcomes you drove
- Understand operations, support, or internal-tooling economics, especially cost-to-serve, fulfillment, or efficiency trade-offs
- Ability to go deep into systems and operational mechanics and turn that into product decisions
- Comfortable working closely with engineering on technically complex products
- Experience in a high-pressure environment where you were expected to drive the outcome yourself
- Willingness to go deep into operations and cost/efficiency thinking rather than staying at surface-level product management
- Operations or internal-tooling depth matters more than travel experience
- Ability to work effectively in ambiguity and make independent decisions
Benefits:
- Meaningful equity
- Opportunity to help build Nuitée’s product organisation
- Remote work in the EU, or hybrid work in Barcelona, Palma, Dublin, or London
- Ability to move quickly with little red tape and significant decision-making autonomy
- Ownership of a real P&L and product/business domain
- Opportunity to work on a global-scale, AI-driven travel infrastructure platform
- Straightforward hiring process typically taking 2–3 weeks
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