Senior Product Manager – Customer Operations & Internal Tooling Strategy, Driving Fulfillment & Efficiency at brighthush

About brighthush

brighthush is redefining the travel industry by building the API backbone that powers the global travel ecosystem. Since its founding in 2017, brighthush has positioned itself as the “Stripe for Travel,” offering a scalable, API‑first platform that connects hotels, online travel agencies, fintechs, super‑apps, and businesses worldwide. By simplifying complex supplier networks and providing direct access to hotel inventory, brighthush enables partners to deliver reliable travel products with unprecedented speed and precision.

With a distributed team spanning London, New York, San Francisco, Palma de Mallorca, and Casablanca, brighthush has become the trusted infrastructure provider for industry leaders such as Hopper, Priceline, Google, and Uber. Backed by top‑tier investors—including brighthush, Stripe, and Shopify—brighthush is poised to transform the B2B travel market, streamline hotel operations, and unlock new application possibilities through cutting‑edge APIs.

At brighthush, we are not just building technology; we are shaping the future of travel. Our AI‑powered, personalized solutions are set to deliver smarter, more intuitive experiences for travelers and partners alike, driving the next wave of innovation in a multi‑trillion‑dollar industry.

Role Overview

Position: Senior Product Manager – Customer Operations & Internal Tooling Location: Remote within the EU or hybrid in Barcelona, Palma, Dublin, or London Reporting to: Head of Product

This is a high‑impact product role where a great idea can evolve into a live feature within the same day. You will own the entire Customer Operations domain, shaping the internal systems and tooling that empower brighthush’s Customer Success (CS) team to resolve issues, maintain booking fulfillment, and manage incident handling and fulfillment tracking.

As the product owner, you will treat Customer Operations as a full business and product domain. You will be accountable for outcomes, economics, priorities, and product decisions. Your responsibilities will include defining success metrics, prioritizing initiatives, testing hypotheses, building solutions, and making trade‑offs that align with brighthush’s strategic goals.

Key Responsibilities

• Strategic Leadership: Own the vision and roadmap for Customer Operations, ensuring alignment with brighthush’s broader product strategy.
• Outcome‑Driven Management: Define and track key performance indicators such as fulfillment rate, incident volume, and cost‑to‑serve. Own the P&L for the domain and drive measurable improvements.
• Product Development: Collaborate with engineering, design, and data teams to deliver internal tooling that reduces manual work, streamlines handoffs, and accelerates issue resolution.
• Stakeholder Collaboration: Work closely with CS leaders, operations managers, and partner teams to surface pain points, validate solutions, and ensure adoption.
• Data‑Driven Decision Making: Leverage analytics and user research to identify bottlenecks, quantify impact, and iterate on product features.
• Process Optimization: Design and implement efficient workflows that enable CS teams to handle incidents and fulfill bookings at scale without proportional headcount growth.
• Cross‑Functional Influence: Advocate for Customer Operations within the product organization, influencing resource allocation and prioritization across teams.
• Continuous Improvement: Foster a culture of experimentation, rapid prototyping, and learning from failures to keep brighthush at the cutting edge.

What Makes This Role Exciting

• Speed & Autonomy: Minimal red tape and a culture that encourages “ask for forgiveness, not permission.” Test ideas quickly and iterate fast.
• Full Ownership: From defining success to making trade‑offs, you steer the entire product journey.
• Direct Impact: Your decisions directly influence fulfillment rates, incident volumes, and cost‑to‑serve—concrete metrics that matter.
• Building the Product Org: Join brighthush as it scales from €1 B to €10 B in booking value, shaping the product organization’s future.
• Equity & Upside: Meaningful equity stake that grows with the company’s milestones.

Core Challenges & Impact Areas

• How can we raise fulfillment rates and reduce incident/ticket volume without proportionally increasing CS headcount or costs?
• Which internal tooling will enable CS to resolve problems faster, with less manual effort and fewer handoffs?
• Where should we invest in CS systems to achieve the highest return on investment, measured in P&L terms?

Ideal Candidate Profile

• Proven experience owning a product or business area end‑to‑end, with demonstrable outcomes.
• Deep understanding of operations, support, or internal‑tooling economics—especially cost‑to‑serve, fulfillment, and efficiency trade‑offs.
• Ability to dive into complex systems, translate operational mechanics into product decisions, and communicate effectively with engineering.
• Comfortable working in high‑pressure environments where you drive outcomes independently.
• Willingness to focus on operational depth and cost/efficiency thinking rather than surface‑level product management.

Essential Qualifications

• 5+ years of product management experience, preferably in SaaS or B2B operations.
• Track record of delivering measurable improvements in fulfillment, incident management, or cost‑to‑serve.
• Strong analytical mindset with proficiency in data analysis tools (SQL, Python, or equivalent).
• Excellent communication skills—able to articulate complex ideas to technical and non‑technical stakeholders.
• Experience leading cross‑functional teams and driving product strategy from concept to launch.

Preferred Qualifications

• Experience in the travel, hospitality, or fintech sectors.
• Background in building internal tooling or customer‑success platforms.
• Familiarity with API‑first architecture and modern cloud technologies.
• Knowledge of AI/ML concepts applied to operational workflows.
• Previous exposure to scaling a product organization in a high‑growth startup.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Operational Excellence & Process Optimization
• Stakeholder Management & Influence
• Agile Product Development & Rapid Experimentation
• Technical Fluency & Systems Thinking
• Strong Written and Verbal Communication

Career Growth & Learning Opportunities

At brighthush, you will:

• Lead a high‑visibility domain that directly impacts the company’s growth trajectory.
• Collaborate with senior leaders across product, engineering, and operations, gaining exposure to strategic decision‑making.
• Participate in mentorship programs and cross‑functional workshops to broaden your skill set.
• Benefit from a culture that rewards experimentation, learning, and rapid iteration.
• Advance into senior leadership roles—such as Director of Product or VP of Product—once you demonstrate impact and leadership.

Work Environment & Culture

brighthush thrives on a blend of startup agility and operational discipline. Our culture is:

• Fast‑Paced & Adaptive: We move quickly, iterate often, and embrace change.
• Data‑Centric: Decisions are backed by metrics, experiments, and user insights.
• Collaborative: Cross‑functional teamwork is at the core of our success.
• Inclusive & Diverse: We value diverse perspectives and foster an environment where everyone can thrive.
• Transparent: Open communication and clear expectations guide our daily work.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for senior product roles.
• Performance‑based bonuses tied to product and company milestones.
• Equity stake that grows with the company’s success.
• Comprehensive health, dental, and vision coverage.
• Flexible working arrangements—remote or hybrid options.
• Professional development budget for courses, conferences, and certifications.
• Wellness programs, including gym memberships and mental health resources.

How to Apply

If you’re ready to own a critical domain, drive tangible outcomes, and shape the future of travel infrastructure, we’d love to hear from you. Submit your LinkedIn profile or CV through the link below. The hiring process is straightforward and typically takes 2–3 weeks.

Apply to This Job

Why brighthush

brighthush is at the forefront of a revolution—delivering AI‑powered, smarter, and more personalized travel experiences for a new era. By joining our team, you will:

• Work on a platform that serves a $9.9 trillion travel industry, starting with the $75 billion B2B hotel market.
• Partner with global leaders such as Google, Grab, and other fintechs, super‑apps, and travel companies.
• Leverage world‑class backing from top investors and industry pioneers.
• Experience the agility of a startup combined with the discipline of a profitable, bootstrapped company.
• Be part of an AI‑driven innovation engine that powers the future of travel.

Join brighthush and help build a category‑defining platform that transforms how the world travels. If you’re excited to push boundaries, redefine a multi‑trillion‑dollar industry, and grow with us, brighthush is the place for you.

By submitting your application, you consent to brighthush processing your personal data for the purposes of assessing your suitability for employment. Your information will be stored securely and retained only as long as necessary for the recruitment process, or up to 6 months thereafter, in accordance with our data protection policy and applicable laws. You have the right to request access, correction, or deletion of your personal data at any time by contacting us. For more details, please see our Privacy Policy: .

Originally posted on