Product Manager - Agent Experience & Customer Operations

About the role

Exoticca, an online travel agency focused on long-distance dream trips, is looking for a Product Manager to own the experience and platforms used by its call center agents to support sales and customer interactions. The call center converts interested travelers and supports customers after booking, using platforms such as Salesforce and Sprinklr. The role sits at the intersection of Customer Experience, Sales Operations and Engineering, improving agent experience, operational efficiency and customer outcomes.

Key responsibilities

• Own the roadmap for the Salesforce and Sprinklr platforms used by Customer Service and Sales teams, and define and prioritize initiatives that improve agent productivity, sales conversion and customer satisfaction.
• Partner with Customer Service and Sales leadership to turn call center workflow pain points into platform improvements, and improve agent efficiency through automation, workflow optimization and better tooling.
• Ensure the tools integrate seamlessly with customer data and communication channels across the customer journey, and use analytics to find opportunities to improve customer experience and efficiency.
• Initially own the day-to-day delivery of platform improvements, bugs and feature requests, set prioritization frameworks and agile processes, and work with engineering teams and external partners to deliver fixes on time.
• Track progress, identify blockers and establish observability and reporting on platform health, incidents, ticket volumes and resolution times.
• Mid-term, contribute to the evolution of customer operations platforms and explore automation, AI assistance and workflow optimization as operations scale.

Required profile

• 5+ years of experience in Product Management, Platform Management or Product Operations roles.
• Experience with CRM or customer engagement platforms (Salesforce, Sprinklr, etc.) and with improving operational platforms, agent workflows or customer support tooling.
• Strong organizational and prioritization skills, stakeholder management and communication skills, and strong analytical mindset with operational metrics.
• Ability to work autonomously in a fast-paced, international environment.

Required skills

• Familiarity with Agile methodologies and backlog management tools (e.g. Jira).
• Understanding of system integrations and their constraints.

What we offer

• Permanent contract from the start, with competitive compensation and flexible management of diet, transportation and private health insurance with Cobee.
• On-site work in Barcelona City offices, travel packages at reduced prices, referral bonus, unlimited coffee, team lunches, English lessons and biannual company parties.