Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation. We are looking for a Product Manager to own the experience and platforms used by our call center agents to support sales and customer interactions.

At Exoticca, the call center plays a critical role in both converting interested travelers and supporting customers after booking. Our agents rely on platforms such as Salesforce and Sprinklr to manage thousands of interactions every day. by evolving the tools, workflows, and systems used by our customer operations teams.

Customer

Experience, Sales Operations, and Engineering , Own the roadmap for Salesforce and Sprinklr platforms used by Customer Service and Sales teams. Partner with Customer Service and Sales leadership to identify pain points in call center workflows and translate them into platform improvements. Ensure the platforms and tools used by agents integrate seamlessly with customer data and communication channels across the customer journey.

Use data and platform analytics to identify opportunities to improve both customer experience and operational efficiency. Own the day-to-day delivery of platform improvements, bugs, and feature requests across Salesforce and Sprinklr. Establish clear prioritization frameworks and agile processes for platform development.

Establish observability and reporting on key domain metrics, tracking platform health, incident trends, ticket volumes,



and resolution times to drive data-informed operational improvements. Contribute to defining the evolution of our customer operations platforms. Identify opportunities to improve agent tooling through automation, AI assistance, and workflow optimisation as customer operations scale.

Ensure the platform ecosystem scales with the growth of our customer operations. Customer service teams can resolve issues quickly and efficiently. 5+ years of experience in Product Management, Platform Management, or Product Operations roles.

Experience working with CRM or customer engagement platforms (Salesforce, Sprinklr, etc.).

Experience improving operational platforms, agent workflows, or customer support tooling. Excellent stakeholder management and communication skills. Strong analytical mindset and ability to work with operational and performance metrics.

Familiarity with Agile methodologies and backlog management tools (e.g., Jira). Additionally, we propose the use of versátil compensation management for diet, transportation, private health insurance with Cobee. Permanent contract from the start.

Unlimited coffee, team lunches, English lesson, bi-anual company parties. And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization! This is your opportunity to shape the future of a dynamic and innovative travel brand on a global scale.

We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.

📌 Product Manager - Agent Experience & Customer Operations (Laza)
🏢 Exoticca
📍 Laza