Product Director, Service Operations

Overview

In this role you own the end-to-end product vision for internal tools, consultant workflows, crisis management, and the AI-driven service layer. You’ll lead the evolution of Ava, our AI travel assistant, into a frontline copilot to boost efficiency and customer experience. You’ll partner with global teams to scale and rebrand core platforms, delivering high-impact operational tools and intelligent automation. This is a high-ownership role at the intersection of product, AI, and service excellence.

Responsibilities

• Define the service ops product strategy for internal tools, agent workflows, AI copilots, crisis management, and service quality infrastructure
• Lead the evolution of Ava into an AI-driven copilot for frontline consultants to enable faster resolutions and policy enforcement
• Collaborate with engineering, operations, design, data, and training teams across global hubs
• Build intuitive tools to reduce cognitive load, speed onboarding, and guide decisions under pressure
• Set and track KPIs for operational efficiency, CSAT, agent productivity, FCR, automation, and reliability
• Build and mentor Product Ops to bridge frontline insights with product development
• Own the end-to-end product vision for internal tooling and next-generation service technology

Key requirements

• 8–10+ years in product management with impact in complex operations, internal tools, enterprise SaaS, or marketplace platforms
• Hands-on or strong intuition for AI-powered tools, copilots, workflow automation, or knowledge platforms
• Ability to untangle fragmented operational problems and translate pain points into scalable software
• Technical ability to collaborate with engineers on platform architecture, integrations, APIs, and workflows
• Willingness to travel to hubs (Tel Aviv, Portugal, India, US) and work from London
• High ownership mindset and comfort with fast-paced, ambiguous environments

• collaboration across cross-functional teams
• strong leadership and mentoring
• customer-centric mindset
• AI-powered tools and copilots
• workflow automation
• knowledge platforms

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