Job Description
About the Role
We are seeking a Principal Product Manager (PPM) to drive the vision, strategy, and delivery of Omio’s customer experience platforms and unique selling propositions (USPs). This role sits at the intersection of customer empowerment, operational efficiency, and product innovation.
You will be responsible for leading Omio’s Disruption Management & USP initiatives, building customer-facing automation and self-serve platforms, and shaping tools that enhance traveler confidence while reducing operational friction. You’ll partner with engineering, design, operations, and analytics teams to deliver high-impact features and scalable systems.
This is a strategic, high-visibility role with the opportunity to significantly influence customer loyalty, operational efficiency, and revenue growth.
What You’ll Do
* Product Strategy & Roadmap: Define and execute the strategy for customer-facing automation, disruption management, and service tooling.
* Customer Empowerment: Lead discovery and delivery of self-serve capabilities across post-purchase use cases (e.g. changes, cancellations, rebookings).
* USP Leadership: Develop and validate Omio’s unique selling propositions that strengthen traveler confidence during disruptions.
* Cross-Functional Leadership: Align and collaborate with Tech, Design, UXR, Data, and Operations to deliver outcomes at scale.
* Automation & Efficiency: Expand conversational interfaces and intelligent support systems to reduce manual touchpoints and increase self-sufficiency.
* Insight-Driven Prioritization: Translate research and data insights into actionable product decisions, balancing customer needs with business goals.
* Operational Enablement: Champion agent-facing tools, knowledge management systems, and service platforms that improve efficiency and consistency.
Qualifications
* 7+ years of Product Management experience, with proven success driving complex, cross-functional initiatives.
* Track record of building customer-facing systems or platforms that improve user outcomes and scale operationally.
* Strong product instincts with the ability to balance customer value, technical feasibility, and business impact.
* Excellent organizational and communication skills—able to influence and align across multiple teams and senior stakeholders.
* Analytical mindset with experience leveraging both quantitative data and qualitative insights.
* Comfort working in Agile environments within global, fast-paced organizations.
Bonus Points:
* Experience with conversational AI, support platforms (e.g. Zendesk), or agent tooling.
* Background in travel or service-driven industries where automation and disruption management are critical.
Expertise in scaling knowledge management or service operations systems.
Additional Information
What’s in it for you? #LifeAtOmio
* Have an impact. With innovation and smart technology, we are changing the way people travel, and you too can have an impact on this ride
* A competitive and attractive compensation package
* Subsidized Urban Sports Club membership
* A diverse team of more than 45 nationalities
Diversity makes us stronger
We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender, gender identity, age or disability.
Hiring process and background checks
At Omio, we work in partnership with Giant Screening, once a job offer has been accepted, Giant will be engaged to carry out background screening. Giant will reach out to you via email and occasionally via telephone/text message so that they can gather all the relevant information required. Consent will be requested prior to any information being passed to our services company.
Recruitment scams: Important notice
Protect yourself from scammers, Omio wants to ensure your ongoing safety during the application process at Omio. Please keep in mind potential scammers impersonating Omio recruiters (mainly via a global professional networking site, and messenger app's).
Remember, Omio never requests payment or sensitive personal information during the recruitment process. All official job opportunities are exclusively posted on our careers page. If you suspect fraudulent activity, report it to recruitment@omio.com. Remember to cross-reference against our careers page if you question the authenticity, stay vigilant, and protect yourself from recruitment scams.
Intrigued? Apply here in English.