Product Manager, Exoticca
Agent Experience & Customer Operations
Travel tour & package provider
Open for applications
Travel tour & package provider
201-500 employees
Open for applications
201-500 employees
Company mission
To help travellers worldwide fulfil their dreams.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
Our take
Booking travel tours and package holidays in exotic locations lead many people to seek logistics help from travel agents. However, the complexity of these packages often means there is little variety available at local branches with extremely high prices, raising the question as to why there is not a more modern and innovative solution available online.
Exoticca provides an online platform for the booking of holiday packages and tours, with a focus on curating luxury destinations that are chosen by travel experts and provided at heavy discounts negotiated through airlines and hotels. The company also aims to provide a frictionless end-to-end travel experience by covering insurance, ABTA and ATOL guarantees, free cancellation, and COVID-19 protection. After renewed funding in 2025, Exoticca is expanding its international presence as well as deepening its commitment to AI-driven technology, so it can stay ahead in the ever evolving market.
Online travel agents have been around since the dawn of the internet, but Exoticca stands out with its focus on providing curated packages for travel enthusiasts at exclusive locations. Furthermore, the company’s emphasis on convenience and inclusivity ensures that every formality is handled, removing the complexity of travel packages and tours to open the market to a wider audience.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
49% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2024
$69.8m
SERIES D
Jul 2021
$29.4m
SERIES C
Total funding: $126.1m
Company benefits
- Unlimited tea & coffee: Enjoy a cup of "Good News" coffee while connecting with colleagues
- Referral bonus: Bring people as talented as you are to earn a nice bonus!
- Exoticca events: Enjoy regular afterworks, plus bi-annual parties and team lunches
- Language courses: Improve your Spanish or English with free language courses
- Exoticca packages: Travel packages at reduced prices for employees and family/friends!
- Flexible compensation: Use part of your salary for food/transportation with Cobee or get private health insurance with DKV
- Multicultural team: Learn from a diverse team with different backgrounds and perspectives
Company HQ
Sant Gervasi - Galvany, Barcelona, Spain
Leadership
Pere Valles
(CEO)Pere is the co-founder and General Partner at Smartech Capital. Previously, they served as the CEO of Scytl Innovating Democracy for 14 years.
Salary benchmarks
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