BizAway

Senior Product Manager

BizAway

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇹 Italy

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Job Level

Senior

About the role

  • Own the Customer Service domain — defining and evolving the vision, strategy, and roadmap for all service-related processes, tools, and automation opportunities.
  • Collaborate closely with Customer Service leadership, engineers, and designers to deeply understand agent and traveler needs.
  • Scale with technology — identify manual pain points and transform them into automated, efficient, data-driven workflows.
  • Enhance Zendesk integrations by shaping how BizAway’s internal data (bookings, travelers, Salesforce, etc.) powers smarter service experiences.
  • Improve agent experience through better back-office tooling (e.g., Amadeus operations, refunds/exchanges, exception handling).
  • Drive customer satisfaction and efficiency by optimizing response time, first contact resolution, and overall agent productivity.
  • Leverage analytics tools (Amplitude, Zendesk reports, etc.) to prioritize based on data and measure the impact of your initiatives.
  • Run discovery and iteration loops — use Miro, Figma, and no-code solutions to design, validate, and refine solutions.

Requirements

  • Experience in the travel industry or in enterprise settings
  • Knowledge of programming basics will help you perform at your best
Benefits
  • Attractive compensation, including equity in the company
  • Development of your entrepreneurial spirit, having the chance to implement real-impact business decisions
  • Multicultural and international team
  • Collaborative and smart environment to work and learn
  • Remote work, flexible working policy, and great offices in Europe

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data-driven workflowsanalyticsprogramming basics
Soft skills
collaborationcustomer satisfactionproblem-solving