Senior Product Manager / Owner (Platform)

We are seeking an experienced Back-office Product Manager / Product Owner to lead the development, optimisation and delivery of our core operational system (Hermes) that power our tour operator and travel businesses. This role ensures our reservations, operations, finance, contracting and customer-service teams have the tools they need to operate efficiently, accurately and at scale.

• Define and maintain the product vision and roadmap for back-office, aligning product strategy with business goals, regulatory requirements, commercial priorities, and the needs of multiple brands.
• Identify emerging technology, process improvement opportunities and system upgrades that deliver measurable value.
• Gather and translate business requirements into clear user stories, acceptance criteria and workflows.
• Own the product backlog, ensuring prioritisation is transparent, objective and value-driven.
• Collaborate closely with engineering, third-party vendors, and implementation partners to deliver high-quality features and integrations.
• Act as the primary liaison between operations, customer services, finance, contracting, commercial, IT and external suppliers.
• Facilitate cross-functional workshops and ensure operational teams’ needs are fully understood and represented.
• Communicate product updates, delivery timelines and impacts clearly and proactively.
• Ensure back-office workflows are efficient, scalable and aligned with best practice for travel and tour operating.
• Support the integration and optimisation of key processes such as booking management, documentation, supplier management, pricing, financial reconciliation, and customer experience.
• Monitor product performance, identify defects and process gaps, and drive continuous improvement and AI adoption in the system.
• Ensure systems and processes comply with travel regulation (e.g., ATOL, ABTA), data protection, payment security and financial standards.
• Embed Agile product development lifecycle principles and processes (PDLC).

• Reduction in Manual Effort/ Process Complexity
• Automation & Adoption (% processes)
• Roadmap delivery % vs plan

Travel & Tour Operating Experience

• Proven experience as a Product Owner / Product Manager specifically within travel, tour operations, OTA, airline, or related sectors.
• Strong understanding of end-to-end booking, operations, fulfilment, supplier management, and travel finance workflows.

Systems & Technical Experience

• Hands-on experience with reservation systems, back-office platforms, CRM, finance systems, or supplier connectivity tools.
• Experience working with API integrations, third-party platforms, and complex system dependencies.
• Background in system migrations, legacy-to-modern platform transitions, or large-scale operational system upgrades.

Operational & Finance Knowledge

• Practical understanding of key travel operational processes: booking management, amendments, documentation, product setup, pricing, and fulfilment.
• Working knowledge of travel finance operations such as ATOL, BSP, refunds, reconciliation and reporting requirements.

Product Ownership & Delivery Experience

• Demonstrable experience running Agile delivery with engineering teams and vendors.
• Strong track record of turning business problems into clear requirements, user stories and acceptance criteria.
• Experience managing product roadmaps, prioritising backlogs and coordinating cross-functional delivery.

Cross-functional & Multi-brand Experience

• Experience gathering requirements from diverse stakeholders across operations, finance, customer services, commercial and product teams.
• Comfortable working in multi-brand or multi-market environments where consistency and scalability are key.

Analytical & Process Experience

• Ability to map, analyse and redesign complex operational processes.
• Experience using data to identify bottlenecks, measure improvement and drive value-based prioritisation.

• Target-Oriented: Highly motivated by achieving goals and thrives in a performance-driven environment.
• Meticulous: Maintains exceptional attention to detail, ensuring accuracy across all aspects of the booking process.
• Strong Communicator: Possesses excellent verbal and written communication skills, with the ability to build rapport quickly and effectively.
• Quick Learner: Adaptable and able to absorb new information swiftly, including systems, products, and processes.
• Proactive & Positive: Self-motivated with a can-do attitude, consistently bringing energy, enthusiasm, and initiative to the role.

Essential

• Minimum 3–5 years in Product Owner / Product Manager roles.
• Travel, tour operating, aviation or leisure sector experience.
• Hands-on experience mapping and redesigning operational processes.
• Demonstrated delivery success in Agile product teams.
• Experience managing third-party vendors and integrations.
• Background in system migrations or platform modernisation.

Desirable

• Experience with NDC/GDS integrations.
• Exposure to multi-brand platforms and shared services environments.
• Working knowledge of travel finance processes (e.g., ATOL, BSP, refunds, reconciliation).
• Experience with UX best practice and service design methodologies.

Qualifications: Education

• Degree in Business, Computer Science, Information Systems, Travel Management, or a related field
• Postgraduate qualification in Product Management, Digital Transformation

Product Management / Agile Certifications

• Certified Scrum Product Owner (CSPO)
• Professional Scrum Product Owner (PSPO I/II)
• APM or PMI product/project certifications

• Competitive salary
• Company Pension Scheme
• 22 days holiday rising 1 day per year (up to 25)
• Enhanced Pension
• Enhanced Maternity & Paternity
• Learning & Development Funding
• Life Insurance

• Health & Wellbeing Hub (including EAP)
• Long Service Awards
• Staff Travel Discounts
• Company social events
• Employee Discounts Platform
• Eye Care eVouchers
• Friendly working atmosphere
• On-site parking
• Casual dress code