{"id":11339,"url":"https://alion.io/job/exoticca-product-manager-agent-experience-customer-operations","title":"Product Manager - Agent Experience & Customer Operations","company":{"id":3657,"name":"Exoticca","domain":"exoticca.com","url":"https://alion.io/company/exoticca","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":91,"open_postings":32,"ghost_share":0.063,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":108,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Product","role_family":"Product","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Barcelona, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":56000,"max_usd":128000,"period":"year","method":"role_country_seniority_unknown","sample_n":46},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-04-27T00:00:00Z","employer_posted_date":"2026-04-27","last_verified_at":"2026-10-19T20:45:17Z","board_verified":true,"closed_at":null,"days_open":175,"trust":{"level":"ok","repost_count":1,"flags":["company_stale"],"days_open":175},"description":"What is Exoticca\nExoticca 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.\nWe 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.\nWhat is our proposal?\nWe are looking for a Product Manager to own the experience and platforms used by our call center agents to support sales and customer interactions.\nAt 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.\nIn 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.\nYou will work at the intersection of Customer Experience, Sales Operations, and Engineering, translating operational needs into scalable platform solutions.\nKey Responsibilities\nPlatform & Product Ownership:\nOwn the roadmap for Salesforce and Sprinklr platforms used by Customer Service and Sales teams.\nDefine and prioritize initiatives that improve agent productivity, sales conversion, and customer satisfaction.\nAgent Experience & Operational Impact:\nPartner with Customer Service and Sales leadership to identify pain points in call center workflows and translate them into platform improvements.\nImprove agent efficiency through automation, workflow optimisation, and better tooling.\nEnsure the platforms and tools used by agents integrate seamlessly with customer data and communication channels across the customer journey.\nUse data and platform analytics to identify opportunities to improve both customer experience and operational efficiency.\nOperational Excellence (Initial Focus):\nOwn the day-to-day delivery of platform improvements, bugs, and feature requests across Salesforce and Sprinklr.\nEstablish clear prioritization frameworks and agile processes for platform development.\nWork closely with engineering teams and external partners to ensure timely delivery of fixes and improvements.\nTrack progress, identify blockers, and ensure issues are resolved efficiently.\nEstablish observability and reporting on key domain metrics, tracking platform health, incident trends, ticket volumes, and resolution times to drive data-informed operational improvements.\nStrategic Platform Evolution (Mid-term)\nContribute to defining the evolution of our customer operations platforms.\nIdentify opportunities to improve agent tooling through automation, AI assistance, and workflow optimisation as customer operations scale.\nEnsure the platform ecosystem scales with the growth of our customer operations.\nSuccess in this role means\nSales teams have the tools they need to effectively convert interested travelers.\nCustomer service teams can resolve issues quickly and efficiently.\nPlatform improvements measurably increase agent productivity and customer satisfaction.\nRequirements\n5+ years of experience in Product Management, Platform Management, or Product Operations roles.\nExperience working with CRM or customer engagement platforms (Salesforce, Sprinklr, etc.).\nExperience improving operational platforms, agent workflows, or customer support tooling.\nStrong organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously.\nExcellent stakeholder management and communication skills.\nStrong analytical mindset and ability to work with operational and performance metrics.\nFamiliarity with Agile methodologies and backlog management tools (e.g., Jira).\nTechnical curiosity and ability to understand system integrations and constraints.\nAbility to work autonomously in a fast-paced, international environment.\nBenefits\nCompetitive compensation package in line with job responsibilities and experience.\nAdditionally, we propose the use of flexible compensation management for diet, transportation, private health insurance with Cobee.\nOn-site work model: offices in Barcelona City.\nPermanent contract from the start.\nTravel packages at reduced prices!\nReferral bonus, if you bring people as talented as you.\nUnlimited coffee, team lunches, English lesson, bi-anual company parties.\nAnd last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!\nJoin 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.\nExoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.","description_format":"text","description_chars":5413,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel & Tourism","Travel Agencies"],"lifecycle":[{"event":"open","at":"2026-04-27T00:00:00Z"},{"event":"close","at":"2026-08-13T11:30:17Z"},{"event":"reopen","at":"2026-10-09T03:55:43Z"}],"visa":[],"liveness":{"score":18,"band":"cold","label":"Long shot","p_open":1,"p_active":0.509,"p_room":0.36,"age_days":175,"expected_fill_days":108,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/exoticca-product-manager-agent-experience-customer-operations","json_url":"https://alion.io/job/exoticca-product-manager-agent-experience-customer-operations.json","meta":{"generated_at":"2026-10-19T21:47:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":736,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3657},"rest":"https://alion.io/mcp/rest/get_company?id=3657"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexoticca-product-manager-agent-experience-customer-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexoticca-product-manager-agent-experience-customer-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexoticca-product-manager-agent-experience-customer-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/exoticca-product-manager-agent-experience-customer-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexoticca-product-manager-agent-experience-customer-operations"}]}