Technical Product Manager (Telephony & Communications) Customer Operations Remote ETG
Emerging Travel Group
Marketing & Communications, Product, IT, Operations, Customer Service
Who we need
We are looking for a Telephony Product Manager to join our Customer Service HQ and own the telephony infrastructure across our global support operations. In this role, you will work at the intersection of product, engineering, and vendor management — optimizing routing, reducing costs, and driving channel strategy across multiple markets. You will manage relationships with voice and communications providers, shape the telephony product roadmap, and translate complex operational requirements into scalable technical solutions that directly impact the efficiency and quality of customer support at scale.Job responsibilities
- Analyze telephony spend across markets; identify costly routes, anomalies, and deflection opportunities
- Own vendor relationships: negotiate contracts, manage SLAs, onboard new providers
- Oversee routing configuration, quality testing, and billing across markets
- Analyze call drivers to identify candidates for migration to chat, email, or self-service
- Own the telephony product roadmap: routing, channel mix, IVR, CRM and contact center integrations
- Translate business requirements into technical specs; bridge stakeholders and engineering
- Manage IVR flows, localization, and phone number reputation across markets
- Handle technical incidents and contract lifecycle across Compliance, Legal, Finance, Infosec
Key qualifications
- 3–5 years of experience in product management or technical program management; background in contact center technology, voice/telephony, or customer operations is a plus but not required — strong systems thinking and the ability to ramp up quickly in a new domain matter more.
- Technical proficiency: comfortable reading API documentation, understanding routing logic, IVR trees, telecom billing models, and integration patterns; able to translate stakeholder requirements into clear technical specifications.
- Cost analysis and data skills: solid SQL for ad-hoc analysis, experience building cost models and business cases using unit economics.
- Vendor management: proven track record of conducting commercial negotiations with telecom or SaaS providers in English, managing SLAs, and onboarding new vendors.
- Cross-functional collaboration: experience coordinating across engineering, Ops/CX, legal, and finance; able to manage multiple workstreams in parallel.
- Product delivery: able to own a product roadmap, write PRDs, prioritize based on cost and impact, and drive execution to outcomes alongside engineering teams.
We offer you
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Flexible schedules and opportunity to work remotely.
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Ambitious and supportive team who love what they do, appreciate each other, and grow together.
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Internal programs for adaptation and training, development of soft skills, and leadership abilities.
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Partial compensation for participating in external training and conferences.
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Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world.
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Corporate prices on hotels and travel services.
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MyTime Day Off - an extra non-working day without loss of compensation.
Emerging Travel Group is a global travel-tech company whose brands have been operating in over 220 source markets since 2010. We specialize in developing advanced online booking platforms for all types of clients — from individual tourists to travel agents and companies organizing business trips. Our solutions empower hoteliers to effortlessly showcase their accommodations, boosting visibility and attracting a broader audience.
Our mission is to create, distribute, and operate the most convenient travel products. We constantly innovate and break the rules of the highly complex travel industry to make travel more widely available for individuals, more rewarding for professionals, and simpler for everyone.