A client of ours is looking for a Product Manager to drive the vision, strategy, and roadmap for customer service solutions. In this role, you will build and optimize products that enhance how travelers and partners experience support, from AI-driven virtual agents to advanced case management tools.

This role is ideal for someone who thrives in complex environments, enjoys solving problems at scale, and is passionate about using data and technology to improve customer experience.

Responsibilities:

Product Ownership: Define product vision, strategy, and multi-quarter roadmaps informed by customer insight, data, and business priorities.

Delivery Leadership: Partner with engineering, analytics, and design teams to ensure successful execution, scalability, and compliance across global systems.

Stakeholder Management: Collaborate with Product Managers, Operations, and Data teams to align product initiatives with broader organizational goals.

Decision Making: Evaluate build-vs-buy options, lead vendor discussions, and drive trade-off decisions that balance impact, cost, and time-to-market.

Data and Performance: Define KPIs, establish monitoring and reporting frameworks, and use data to guide product improvements and experimentation.

Continuous Improvement: Champion a data-driven, customer-first mindset within the team and across the organization.

Your Qualifications:

• Bachelor’s degree or higher in a relevant field.
• Minimum of 5 years of experience in product management, preferably within large-scale or customer-centric digital environments.
• Proven track record of delivering data-driven products or complex technical platforms.
• Strong communication and stakeholder management skills, with experience leading distributed teams and vendor partnerships.
• Ability to define clear product goals, prioritize effectively, and execute in agile environments.
• Experience with AI, automation, or customer service technologies is a strong plus.

This is a freelance position, working a hybrid model, with 2–3 days in the office in Amsterdam.