About this role
About the position
Map, design, and continuously improve the end-to-end product workflows across airline operations, hotel sourcing, billing and reconciliation, and platform APIs. Owns the process layer between airline and hotel customer needs and product delivery — defining how requirements flow, how product decisions are governed, and how each product line operates consistently at scale. Primarily engaged in the airline operations and billing integration transformation project.
Responsibilities
• Identify process gaps between airline customer needs and how they are captured, prioritized, and delivered in each product.
• Map current-state workflows across airline operations (crew scheduling), hotel sourcing, billing and reconciliation, and platform API integrations.
• Review integration-related workflows across all product suites of API to identify redundancy, risk, and inconsistency.
• Map how requirements, data, and customer hand-offs move across product lines (e.g., airline operations → hotel sourcing → billing and reconciliation → platform APIs), and identify the most efficient path through each cross-product workflow — minimizing hand-offs, latency, and rework.
• Design target-state product processes that standardize how requirements, decisions, and releases flow across all product lines.
• Build repeatable process templates, playbooks, and governance models that scale across current and future product lines.
• Partner with the Product Manager to ensure backlogs reflect real operational workflows, not just isolated feature requests.
• Own the product operations cadence — define how product reviews, feedback loops, and roadmap ceremonies run consistently across teams.
• Facilitate cross-functional alignment among product, engineering, and customer teams during process change initiatives.
• Establish clear decision rights and escalation paths for process-related and cross-product-line issues.
• Identify bottlenecks and automation opportunities to drive measurable gains in delivery throughput.
• Define and track product process KPIs — cycle time, requirement quality, and release predictability across the suite.
• Run periodic process health reviews and drive corrective action on underperforming workflows.
Requirements
• 5+ years in business process design or product operations within a SaaS or enterprise software environment.
• Experience mapping end-to-end workflows across multiple product lines or customer-facing systems.
• Familiarity with airline operations, hotel sourcing, or travel technology is a strong advantage.
• Ability to translate complex operational workflows into standardized, scalable product processes.
• Strong analytical skills — comfortable with process mapping tools, flow diagrams, and KPI frameworks.
• Excellent stakeholder facilitation; able to align product, engineering, and customer teams on process change.
Nice-to-haves
• Experience with workflow/systems analytics or dependency mapping — using system logs, integration traces, or workflow analytics tools to see how work actually moves across systems, not just how it's documented to move.
• Lean Six Sigma (Green or Black Belt) or equivalent process-improvement certification.
• Hands-on experience with BPMN process modeling and tools such as Lucidchart, Visio, or Miro.
• Experience standing up product operations or PMO functions in a multi-product B2B SaaS organization.
• Bachelor's degree in Business, Industrial Engineering, or a related field, or equivalent practical experience.
Benefits
• annual discretionary bonus