Product Manager - Agent Experience & Customer Operations

About the Company

Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. 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.

Responsibilities

• 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
• Improve agent efficiency through automation, workflow optimisation, and better tooling
• Ensure platforms integrate seamlessly with customer data and communication channels
• Use data and platform analytics to identify opportunities for operational efficiency
• Manage day-to-day delivery of platform improvements, bugs, and feature requests
• Establish clear prioritization frameworks and agile processes for platform development
• Track progress, identify blockers, and ensure issues are resolved efficiently
• Establish observability and reporting on key domain metrics like platform health and ticket volumes

Requirements

• 5+ years of experience in Product Management, Platform Management, or Product Operations
• Experience working with CRM or customer engagement platforms such as Salesforce or Sprinklr
• Experience improving operational platforms, agent workflows, or customer support tooling
• Strong organizational and prioritization skills
• Excellent stakeholder management and communication skills
• Strong analytical mindset with ability to work with performance metrics
• Familiarity with Agile methodologies and Jira
• Technical curiosity regarding system integrations and constraints
• Ability to work autonomously in a fast-paced, international environment

Benefits

• Competitive compensation package
• Flexible compensation management for diet, transportation, and private health insurance via Cobee
• On-site work model in Barcelona City
• Permanent contract from the start
• Reduced price travel packages
• Referral bonuses
• Unlimited coffee, team lunches, English lessons, and bi-annual company parties