As a Senior Product Manager in the Customer Experience space your goal will be to improve the experience for customers who have a booking, before they travel. That includes surfacing the right information at the right time, allowing self-serve changes to the booking, providing features and tooling for agents who are helping customers, handling supplier-driven changes, and proactively preventing problems - all with the goal of reducing inbound contacts and driving up NPS so we have happier customers who will travel with us again. A key part of your role will be clear communication with a variety of stakeholders at different levels of technical understanding. It’s therefore critical that you are able to understand technical complexities and can translate it to different audiences. You will be in charge of understanding customer needs and prioritisation that aligns with overall strategy and quarterly objectives, influencing key metrics and justifying that investment. Agile approach will be the way of working, allowing for proof of concepts, frequent feedback loops and smart tech debt management. Lastly, you’ll be continuously investing in your skillset and sharing your experience with the product community. Key responsibilities include: Liaising with stakeholders across the organisation - from Product & Engineering Leads, Contact Centre & Operations, Finance, Supply, Marketing etc. to 3rdparty vendors. Developing and articulating a long-term vision for the Customer Service and managing bookings, aligning it with overall company objectives. Breaking down complex, often ambiguous, problems into deliverable chunks keeping an eye on the big picture. Prioritising pragmatically, based on enabled commercial value but also seasonality and technical considerations. Influencing key product metrics that drive customer and commercial value. Setting and tracking OKRs for the products in collaboration with Engineering and other domains. Analysing technical proposals and planning their execution in collaboration with Engineering and business stakeholders. Overseeing and (over)communicating execution of objectives, aligning with peers and stakeholders, pivoting for greater good if needed. Shadowing Contact Centre, Operations and Finance colleagues to better understand customer needs and make our systems fit for purpose. Inspiring best practices, continuous improvement and knowledge sharing. About you We ask that you’re as passionate about Product as we are The skills you will bring to the beach Experience in developing internal software products, with strong focus on customer centricity. Ideally, this experience comes from multiple employers and industries. Travel would be ideal, but it’s not essential. Outstanding communication skills, being able to adapt your style to very different audiences, from engineers to execs. Analytical mindset, being able to crunch large sets of data sets yourself, see nuance in data and derive insights that others can’t see. A structured approach to problem solving is what we are after. Ability to work with ambiguous steer and the drive to explore further and add structure to it. Strong business sense, with the ability to strategise and balance short-term needs with long-term strategic goals. You need to be able to make difficult decisions and product trade-offs often. Experience of close collaboration with engineering teams in agile fashion. Growth mindset and curiosity to always learn and share. We will support you in areas you need to develop. What to expect from our interview process We will have a multi-stage interview process to ensure all important questions get answered, both for us and for you. The starting point is a call with our People Team, followed by a call with Hiring Manager The next step will be an interview loop, which is a series of deep dive sessions into: Product design Analytical thinking Technical execution Strategy and leadership We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process, please let the People team know and they will be happy to assist. Our benefits We might be biased but we think our colleagues are pretty great. They’re the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That’s why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include: 25 days holiday plus your birthday off Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you’re away on your On the Beach package holiday Flexible working hours and hybrid working Access to Learnerbly learning platform, plus workshops, courses and professional qualifications Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support Employee Assistance Programme and free access to counselling Simplyhealth Optimise Health Plan Company Sick Pay scheme Regular wellbeing events Gym discount Death in Service cover Onsite subsidised coffee shop The Sandbox (our very own bar) Food and drink discounts across a number of venues in Manchester City Centre Cycle to Work scheme