Senior Product Manager – Customer and Trip Experience

Company Description

Omio is pursuing a vision of delivering the world’s travel inventory to enable journeys to and from anywhere. As the largest source of travel inventory globally, we work with 1000+ suppliers across 35 countries in Europe and North America. We serve 600m+ customers annually across our two brands: Rome2Rio for global discovery, and Omio for ticketing and journeys.

With offices in Berlin, Prague, London, Bengaluru and Melbourne, our 300+ employees from 45+ nationalities share a mission: creating a single experience that helps travelers get almost anywhere in Europe, the U.S., and Canada. We are expanding into new geographies, verticals, and products—making this a pivotal time to join our team.

Job Description

About the Role

We are seeking a Senior Product Manager to drive the vision, strategy, and delivery of Omio’s customer-facing platform products that improve automation, streamline service operations, and enhance the end-to-end travel experience. This role sits at the intersection of customer empowerment, operational efficiency, and product innovation.

You will be responsible for leading Omio’s post-booking experience, building customer-facing automation through the chatbot, self-serve platforms, and agentic AI actions, while enhancing traveller confidence and reducing operational friction. You’ll partner with engineering, product design, operations, and analytics teams to deliver high-impact features and scalable systems.

This is a strategic, high-visibility role with the opportunity to significantly influence customer loyalty, operational efficiency, and revenue growth.

What You’ll Do

• AI Native Product Leadership - Own and drive an AI-first product vision, embedding intelligence, automation, and agentic capabilities into every layer of customer experience and service operations.
• Product Strategy & Roadmap: Define and execute the strategy for customer-facing automation, disruption management, and service tooling.
• Customer Empowerment: Lead discovery and delivery of self-serve capabilities across post-purchase use cases (e.g. changes, cancellations, rebookings).
• Cross-Functional Leadership: Align and collaborate with Tech, Design, UXR, Data, and Operations across levels to deliver outcomes at scale.
• Automation & Efficiency: Expand conversational interfaces and intelligent support systems (chatbot) to reduce manual touchpoints and increase self-sufficiency.
• Lead discovery and execution of Agentic AI-driven actions to automate CS agent processes.
• Insight-Driven Prioritisation: Translate research and data insights into actionable product decisions, balancing customer needs with business goals.
• Operational Enablement: Champion agent-facing tools, knowledge management systems, and service platforms that improve efficiency and consistency.

Qualifications

• 7+ years of Product Management experience, with proven success driving complex, cross-functional initiatives.
• Being AI native - Deep understanding of AI, LLMs, AI agents and agentic workflow-based product development, Applied AI products
• Track record of building customer-facing systems or platforms that improve user outcomes and scale operationally.
• Strong product instincts with the ability to balance customer value, technical feasibility, and business impact.
• Excellent organisational and communication skills, able to influence and align across multiple teams and senior stakeholders.
• Analytical mindset with experience leveraging both quantitative data and qualitative insights.
• Comfort working in Agile environments within global, fast-paced organisations.

Bonus Points

• Experience with conversational AI, support platforms (e.g. Zendesk), or agent tooling.
• Background in travel or service-driven industries where automation and disruption management are critical.

Expertise in scaling knowledge management or service operations systems.

Additional Information

What’s in it for you? #LifeAtOmio

• Have an impact. With innovation and smart technology, we are changing the way people travel, and you too can have an impact on this ride
• A competitive and attractive compensation package
• Subsidized Urban Sports Club membership
• A diverse team of more than 45 nationalities

Diversity makes us stronger

We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender, gender identity, age or disability.

Hiring process and background checks

At Omio, we work in partnership with Giant Screening, once a job offer has been accepted, Giant will be engaged to carry out background screening. Giant will reach out to you via email and occasionally via telephone/text message so that they can gather all the relevant information required. Consent will be requested prior to any information being passed to our services company.

Recruitment scams: Important notice

Protect yourself from scammers, Omio wants to ensure your ongoing safety during the application process at Omio. Please keep in mind potential scammers impersonating Omio recruiters (mainly via a global professional networking site, and messenger app's). Remember, Omio never requests payment or sensitive personal information during the recruitment process. All official job opportunities are exclusively posted on our careers page. If you suspect fraudulent activity, report it Remember to cross-reference against our careers page if you question the authenticity, stay vigilant, and protect yourself from recruitment scams.

Intrigued? Apply here in English.