Product Manager – Customer Experience & Communication

Are you ready to revolutionize the travel industry with us? At Sembo, we’re on a mission to inspire journeys you never thought possible through AI-powered solutions. Guided by our core values – We are innovators, We care, and We keep it simple – we’re seeking a visionary Product Manager to take our customer experience to new heights.

Together with your brand new team, you will develop a next-generation customer support product that digitalizes the skills and knowledge of a great travel agent. This product will provide instant, thoughtful help, guiding travelers through every step of their journey—from trip inspiration to booking management and beyond. It will answer questions, offer tailored recommendations, and capture customer preferences through conversational interactions, delivering the care and expertise travelers expect from a trusted travel advisor.

This role is ideally based in one of our offices in Helsingborg, Wroc?aw, or Palma.

Who We’re Looking For

You’re an inspiring Product Manager who thrives on improving customer experiences and solving meaningful problems. You have a keen understanding of how speed, empathy, and technology can work together to deliver exceptional care and inspiration. You’re also excited by new technologies and approaches, actively seeking out cutting-edge solutions to enhance both efficiency and customer engagement.

• You have likely worked as a Product Manager or with agile product development in a similar capacity, giving you an understanding of how to balance customer needs, business goals, and product development.
• Commercially minded: You understand that great customer service drives both trust and long-term business success.
• Problem-focused: You excel at identifying where customers struggle and turning those challenges into opportunities for product improvement.
• Customer-centric: You strive to make every traveler feel supported, inspired, and confident in their decisions.
• Data-savvy: You leverage insights to refine your product, track impact, and continuously improve experiences.
• Experienced leader: You can rally cross-functional teams to deliver impactful, customer-first solutions.

What You’ll Be Doing

• Collaborate in a discovery-driven team: Start your day with dailies to sync up with your team. You’ll work closely within a tight-knit product trio—Tech Lead, UX Designer, and Product Manager. Together, you’ll identify customer challenges, analyze data, and develop solutions to continuously improve the travel experience.
• Craft a customer-first experience: Build a product that helps travelers receive fast, thoughtful assistance through chat, messaging, and email.
• Blend speed and empathy: Create experiences that provide instant feedback while offering a personal touch where needed.
• Support seamless journeys: Enable customers to plan and navigate their trips with confidence, guiding them with proactive and responsive service.
• Empower teams: Ensure support teams have everything they need to provide efficient, high-quality care.
• Enable continuous learning: Use customer interactions to surface insights on where our trip catalog and planning tools need improvement.
• Measure and optimize: Define KPIs around customer satisfaction, engagement, and business outcomes, iterating based on feedback and performance.

Some perks of working at Sembo

• Hybrid work setting with flexible hours
• Work from anywhere for up to three weeks a year.
• Spend time working from our Palma or Wroclaw offices.
• Enjoy a paid day off on your birthday.
• Receive a 5000 SEK annual healthcare allowance.
• Go to the gym during working hours.
• Enjoy free snacks and drinks at the office.
• Join us for our annual kick-off, previously held in Palma.
• Get generous staff discounts on accommodations worldwide.
• Enjoy occasional breakfasts at the office.

Our recruitment process

Your journey starts with a 30-minute chat with our People and Culture Partner—an opportunity to introduce yourself and learn more about Sembo.

Next, you’ll meet with our Head of Product to dive deeper into the role and discuss how you’d fit within our team.

Finally, you’ll meet the team. This step is an opportunity for both you and us to explore how well we align, ensuring a great match for collaboration and team fit.

We’re excited to welcome you to Sembo and look forward to reading your application – please send it to us in English.

Sembo Group is part of Stena Line Travel Group and the Stena Sphere, one of Sweden’s largest family-owned corporate groups.