Senior Associate, Product Management | Confidential Client Travel - Agent Tooling
The Senior Associate, Product Management at Confidential Client Travel leads the development and optimization of tooling products that empower frontline agents to deliver efficient and empathetic customer service. This role involves partnering with cross-functional teams to drive technology-driven solutions, manage agile delivery, and integrate emerging technologies like AI to enhance the customer servicing experience. The position requires strong leadership, strategic vision, and a customer-centric approach to scale impactful digital products within a fast-paced environment.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Financial Services.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Overview
Our confidential client is hiring a Senior Associate, Product Management to join their Travel — Agent Tooling team in New York, NY. This role focuses on elevating customer servicing by designing and scaling tooling that empowers frontline agents, leveraging platform capabilities and emerging technologies such as AI.
What You’ll Do
You will be a product leader responsible for the agent tooling roadmap and delivery. Core responsibilities include:
- Partner with cross-functional peers across servicing, business analysis, design, and engineering to define a tooling product strategy that reduces friction and cognitive load for frontline teams.
- Own and prioritize the near-term product roadmap, using data to define success metrics and measurable outcomes.
- Lead agile delivery: manage a groomed backlog, run ceremonies with Tech Leads, and maintain developer velocity.
- Co-create technical solutions with engineering partners, deciding when to use enterprise platforms, third-party solutions, or custom builds.
- Build and iterate on core agent workflows and UI improvements to streamline handling and reduce escalations.
- Anticipate and manage cross-team dependencies, enabling partner intents and delivering a resilient tooling foundation for top-of-house initiatives.
- Drive strategic tooling enhancements that shift the organization from reactive maintenance to proactive servicing, incorporating trends like AI where appropriate.
- Communicate a 6-month vision to senior stakeholders, clearly articulating risks and impediments while influencing outcomes horizontally.
Who You Are
Successful candidates will demonstrate a mix of technical fluency, product judgment, and strong influence skills:
- Do-er: Bias toward action, organized, able to prioritize and navigate ambiguity.
- Intellectually curious: Comfortable pulling data, building simple models, and iterating quickly.
- Strong communicator and influencer: Able to convey complex ideas to varied audiences and rally teams.
- Customer-focused and empathetic: Use customer insights to inform priorities and acceptance criteria.
- Collaborative team player: Builds relationships across teams and contributes to a positive culture.
Minimum Qualifications
- Bachelor’s degree or military experience.
- At least 1 year of product management experience OR at least 1 year in product design, agile delivery, business analysis, data science, or software engineering.
Preferred Qualifications
- Degree in computer science or engineering.
- 1+ years translating business strategy into consumer-facing digital products.
- 1+ years working on core product platforms powering digital experiences.
- 1+ years serving as a product owner in an agile development process.
- Experience designing tooling or internal-facing products, especially in servicing contexts.
- Familiarity with leveraging AI to improve workflows is a plus.
Compensation & Benefits
The minimum and maximum full-time annual salary for this role in New York, NY is: $121,300 - $138,400. This role is also eligible to earn performance-based incentive compensation (e.g., bonuses, long-term incentives) depending on plan terms.
Our confidential client offers a comprehensive benefits package supporting health, financial, and total well-being. Actual compensation offered will be reflected in the candidate’s offer letter and may vary by location.
Additional Hiring Information
- Our client will not sponsor a new applicant for employment authorization for this position.
- This role is expected to accept applications for a minimum of 5 business days.
- No agencies please.
- Reasonable accommodations are available. If you require an accommodation during the application or interview process, please contact the hiring team or Careertakes.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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