Senior Product Manager - Case Management & BPM

About the role

When a traveler's bag goes missing or a trip is cancelled, what happens next runs on our operations: claims, policy changes, refunds, documents and service requests. We're looking for a Senior Product Manager to own it. You'll decide which processes move first, lead our BPM analysts in the US and India, and work with our implementation partner to deliver workflows that cut handling time and manual effort.

What you'll do

• Own the case management and BPM vision, roadmap and backlog across claims, servicing and operations
• Design processes once and configure them by region, brand and partner
• Apply a clear automation order: API first, RPA where there's no API, people where judgment matters
• Give handlers one workspace for cases, documents and customer context
• Lead the BPM analyst team and set standards for process design and requirements

What you need

• Lean
• RPA
• ServiceNow

Good to have

• Six Sigma
• Agile