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Technical Product Manager (Telephony & Communications)

3 weeks ago
Anywhere
Full-time
Mid Level
Technical Product Manager
Software Development
SQL
Apply Now
Emerging Travel Group

Emerging Travel Group

Emerging Travel Group specializes in developing advanced online booking platforms that cater to a diverse clientele, including individual travelers, travel agents, and businesses, while also providing solutions that enhance the visibility of accommodat...

Consumer Services
251-1K
Founded 2010
$64M raised
View All Jobs 19

Description

  • Own the telephony infrastructure across global support operations.
  • Optimize call routing and related telephony workflows to improve support efficiency and quality.
  • Reduce telephony and communications costs through analysis, planning, and vendor decisions.
  • Shape and maintain the telephony product roadmap in partnership with engineering and operations.
  • Translate complex operational needs into scalable technical solutions and technical specifications.
  • Manage relationships with voice and communications providers and onboard new vendors.
  • Conduct commercial negotiations and manage vendor SLAs.
  • Collaborate cross-functionally with engineering, Ops/CX, legal, and finance on shared workstreams.
  • Write product requirements documents and prioritize work based on cost and impact.
  • Drive delivery of telephony initiatives to measurable outcomes.

Requirements

  • 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.
  • Comfortable reading API documentation, understanding routing logic, IVR trees, telecom billing models, and integration patterns.
  • Able to translate stakeholder requirements into clear technical specifications.
  • Solid SQL skills for ad-hoc analysis.
  • Experience building cost models and business cases using unit economics.
  • Proven track record of conducting commercial negotiations with telecom or SaaS providers in English.
  • Experience managing SLAs and onboarding new vendors.
  • Experience coordinating across engineering, Ops/CX, legal, and finance while managing multiple workstreams in parallel.

Benefits

  • Flexible schedules and the opportunity to work remotely.
  • An ambitious and supportive team that values collaboration and growth.
  • Internal programs for adaptation, training, soft skills development, and leadership development.
  • Partial reimbursement for external training and conferences.
  • Corporate English school with group and individual lessons plus speaking clubs.
  • Corporate discounts on hotels and travel services.
  • MyTime Day Off, an extra paid non-working day without loss of compensation.

Interested in this position?

Apply directly on the company website

Apply Now

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