Product Manager

Our client is a recognised leader in the aviation sector, currently undergoing a large-scale digital transformation to elevate how they engage with customers across their digital and service platforms. The organisation is focused on building intuitive, scalable, and intelligent solutions to modernise the traveller experience across all touchpoints.

Role Overview

As a Product Manager, you will be responsible for shaping the strategy and delivery of key customer engagement and support platforms. You will own the product roadmap for solutions such as contact centre platforms, AI-powered chatbots, self-service tools, and omnichannel customer interaction systems. This is a highly cross-functional role requiring strong alignment between technology, business, and customer experience stakeholders.

Key Responsibilities

• Define and execute product strategy and roadmap for digital customer service and support tools across voice, chat, and self-service channels.
• Translate business needs and customer pain points into actionable product requirements.
• Collaborate with engineering, design, and delivery teams to manage backlog, prioritise features, and oversee product releases.
• Drive continuous product improvements based on user feedback, analytics, and market trends.
• Ensure that product solutions meet both technical and regulatory standards, while delivering an excellent user experience.
• Engage with internal stakeholders across business units to ensure successful product adoption and alignment with strategic goals.

Required Skills & Experience

• 5+ years of product management experience, ideally in aviation, travel, or regulated customer-centric industries.
• Strong domain expertise in digital customer engagement technologies — including contact centres, AI chatbots, and self-service platforms.
• Demonstrated ability to manage full product lifecycle from ideation to delivery and optimisation.
• Experience working within agile delivery frameworks (Scrum, SAFe, or similar).
• Strong stakeholder management and communication skills, with the ability to align diverse teams and priorities.
• Familiarity with airline industry systems such as Amadeus, Passenger Service Systems (PSS), or NDC/Offer-Order frameworks is a significant plus.
• Background in working with cross-functional teams, including vendors and third-party service providers.