Freedom Lifestyle is a lifestyle vertical of Freedom Holding Corp. (Nasdaq: FRHC). The ecosystem includes Ticketon, Freedom Travel, Naimi, Freedom X, and other companies.
We are looking for a Product Manager to be responsible for the post-sales customer experience across all travel verticals: air tickets, train tickets, and hotels.
The main goal is to develop self-service scenarios so that customers can independently resolve issues with refunds, exchanges, cancellations, and order changes, reducing the load on support and increasing user satisfaction.
What you will be doing:
- Manage a cross-functional PostSales tribe and coordinate the team's work with the team lead.
- Formulate product strategy, roadmap, and priorities for the development of post-sales processes.
- Develop scenarios for refunds, exchanges, cancellations, and order changes for air tickets, train tickets, and hotels.
- Develop self-service and AI solutions for automating customer inquiries and support.
- Analyze customer inquiries, conduct research, and test product hypotheses.
- Work with product metrics: contact rate, operations automation, issue resolution time, CSAT, cost to serve, and repeat purchases.
- Interact with support teams, finance, banking departments, and service providers.
- Evaluate the effectiveness of solutions based on data, experiments, and business results.
What is important to us:
- Product Manager experience of 3+ years in product companies.
- Experience in B2C e-commerce; experience in travel will be an advantage.
- Understanding of post-sales processes, refunds, payments, and customer support.
- Confident work with data: SQL, Amplitude, or similar tools; experience conducting A/B tests and evaluating the impact of changes.
- Skills in product research, hypothesis testing, and working with Agile/Scrum.
- Independence, systemic thinking, and focus on measurable results.
- AI-native: daily use of AI tools for research, data analysis, inquiries, documentation preparation, and product specifications.
Will be a plus:
- Experience with hotel products: cancellation policies and non-refundable rates, integrations with providers, booking confirmations, and check-in issues.
