Product Manager - Agent Experience & Customer Operations

ExoticcaBarcelona, Catalonia, Spain

On-site Full-time

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Experience Level

Experience

Qualifications

To be successful in this role, you should have:A strong background in product management, ideally with experience in customer operations or call center environments. Proficiency in using Salesforce, Sprinklr, or similar platforms. Excellent problem-solving skills and the ability to think critically about workflows and processes. Strong communication and interpersonal skills to collaborate effectively across teams. A data-driven mindset with the ability to analyze metrics and derive actionable insights.

About the job

Role overview

The Product Manager - Agent Experience & Customer Operations leads the evolution of the tools and platforms used by Exoticca’s call center agents. This position aims to help agents better support sales and customer needs by refining the systems and workflows behind thousands of daily customer interactions.

Agents depend on platforms like Salesforce and Sprinklr to manage bookings and provide support. Improving these tools directly impacts sales conversion and customer satisfaction. The Product Manager works closely with teams across Customer Experience, Sales Operations, and Engineering to turn operational needs into scalable solutions.

What you will do

Platform & product ownership: Manage the roadmap for Salesforce and Sprinklr platforms used by Customer Service and Sales. Prioritize initiatives that improve agent productivity, drive sales, and enhance customer satisfaction.
Agent experience & operational impact: Collaborate with Customer Service and Sales leaders to identify workflow challenges in the call center. Translate these into actionable platform improvements. Drive automation, optimize workflows, and upgrade tools to support agent effectiveness. Ensure smooth integration of platforms with customer data and communication channels. Use analytics to uncover opportunities for better operational efficiency and customer experience.
Operational excellence (initial focus): Oversee daily improvements, bug fixes, and feature requests for Salesforce and Sprinklr. Apply prioritization frameworks and agile practices to platform development. Work with engineering teams and external vendors to deliver solutions on time. Track progress, address obstacles, and resolve issues quickly. Establish reporting and observability for key metrics.

About Exoticca

Exoticca is a trailblazing online travel agency dedicated to transforming the travel experience through innovative technology and a customer-first approach. We focus on creating memorable travel journeys while being environmentally conscious.

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