Product Director (Service Operations)

• We are looking for a sharp, user-obsessed, and high-slope Senior Product Director, Service Operations to serve as the core product counterpart to our engineering and operational leadership
• In this role, you will own the end-to-end product vision for internal tools, consultant workflows, crisis management, and the next-generation AI intelligence layer powering our global service operations
• A key focus of your mandate will be expanding and rebranding our core internal platform
• Taking our AI travel assistant, Ava, to the next level (“Ava for Consultants”) to automate complex travel workflows, improve agent productivity, and elevate customer experience
• This is a high-ownership, high-impact role at the intersection of product, AI, operations, and customer experience
• You will manage and mentor product managers, partner deeply with cross-functional teams across our global hubs, and build toward a future with expanding scope across service technology, operational systems, and potential engineering leadership
• Own the Service Ops Strategy: Drive the end-to-end product strategy for internal tools, agent workflows, AI copilots, crisis management systems, and service quality infrastructure
• Evolve Internal AI Architecture: Lead the product evolution of Ava into an intelligent, AI-driven copilot for frontline travel consultants—enabling faster resolutions, automated policy enforcement, and personalized support across complex travel and expense scenarios
• Partner Cross-Functionally & Globally: Collaborate deeply with engineering, frontline operations, design, data, and training teams across our global hubs (London, Tel Aviv, Portugal, India, and the US)
• Elevate the Frontline Experience: Build intuitive tools that reduce cognitive load for agents, accelerate onboarding ramp times, and guide decision-making during high-pressure moments
• Define & Track Core Success Metrics: Own KPIs aligned with operational efficiency, customer satisfaction (CSAT), agent productivity, first-contact resolution (FCR), automation rates, and platform reliability
• Build & Scale Product Ops: Consolidate and mentor existing PM talent while helping establish a world-class Product Operations function to bridge frontline insights with product development

Benefits

• Parental leave
• Commuter benefits
• Healthcare
• Flexible Vacation
• Health and Wellness
• Fuel for Connection
• Pet Friendly
• IATAN (travel-related discounts)
• 401k (retirement plan)
• Connectivity Allowance
• Learning & Development- Product Leadership & High Slope: 8–10+ years of product management experience, with a track record of driving massive impact in complex operational environments, support platforms, internal tools, enterprise SaaS, or marketplace platforms. (Prior team management preferred, but high-impact ICs with strong leadership trajectory will be evaluated)
• Operational Depth: A genuine love for untangling fragmented, complex operational problems and translating frontline pain points into elegant, scalable software
• High Ownership & Growth Mindset: A builder who thrives in fast-paced, evolving environments and is excited by ambiguity and expanding scope
• Global Mobility & Collaboration: Willingness to travel periodically to key engineering and operational hubs (Tel Aviv, Portugal, India, US) and work collaboratively out of our London office
• Technical Acumen: Ability to collaborate closely with engineering leaders on platform architecture, integrations, APIs, and workflow systems
• AI Product Instincts: Hands-on experience or deep technical intuition for building AI-powered tools, copilots, workflow automation, knowledge platforms, or agentic intelligence