Product Manager - Agent Experience & Customer Operations

What is Exoticca

Exoticca 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.

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.

What is our proposal?

We are looking for a Product Manager to own the experience and platforms used by our call center agents to support sales and customer interactions.

At 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.

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.

Key Responsibilities

Platform & Product Ownership:

• 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.

Agent Experience & Operational Impact:

• 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.

Operational Excellence (Initial Focus):

• 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.

Strategic Platform Evolution (Mid-term)

• 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.