Product Operations Manager

ABOUT US

Join the leading independent rail vacation provider in North America and beyond! Railbookers Group, home to both Railbookers and Amtrak Vacations, is passionate about delivering unforgettable train travel experiences. We take pride in crafting seamless, personalized itineraries for our guests and travel advisors, offering the largest selection of independent rail vacations worldwide. If you have a passion for travel and a knack for sales, we invite you to be a part of our growing team.
 

Overview

We are seeking a highly motivated Product Operations Manager to join our dynamic team. This individual will play a critical role in optimizing the processes, tools, and systems that support our product development lifecycle. As a Product Operations Manager, you will work closely with cross-functional teams (Product, Software Engineering, Operations, and Customer Success) to ensure smooth execution, drive operational excellence, and help scale product initiatives efficiently.


Key Responsibilities

• Procurement Management: Ensure that all products and services used by Railbookers re optimized from a booking, confirmation, and delivery standpoint. Daily monitoring of key functionalities and suppliers.
• Vendor Management: Work closely with our product and technology suppliers to ensure efficiency and quality of the booking, confirmation, and delivery processes.
• Enhancement: Create and lead initiatives to enhance the functional performance of partners and services to include (but not limited to) hotels, sightseeing, transportation, and rail through improved processes, technology, and vendor management.
• Cross-functional Collaboration: Work closely with Product Development, Operations, and Guest Experience to ensure alignment and smooth communication.
• Data and Insights: Use data and reporting to track and analyze product performance metrics, providing insights to the product team that help inform decision-making and prioritization.
• Product Launch Readiness: Partner with Product Managers as well as Software Engineering and Operations to ensure operational readiness for new product launches, including documentation, training, and internal communications.
• Continuous Improvement: Identify vendor and operational bottlenecks and propose solutions to improve efficiency, reduce friction, and support rapid growth.
• Stakeholder Management: Regularly interact with key stakeholders to gather feedback, understand sales and operational challenges, and ensure alignment on strategic initiatives.
• Reporting & Metrics: Develop and maintain reporting mechanisms to track progress on key product initiatives and communicate them to leadership and other teams.
• Risk Mitigation: Proactively identify risks to product timelines and develop action plans to mitigate them.
• Integration: Act as the primary Product contact for Technology teams and external vendors throughout the product integration process.
• Performance Monitoring: Work closely with third-party suppliers and Technology teams to ensure API integrations meet business and operational requirements.
• Business Case: Lead business validation of new integrations and product enhancements, verifying booking flows, pricing, confirmations, cancellations, and the overall customer experience before launch.
• Vendor Certification: Manage the vendor certification process by coordinating business testing, tracking progress, and ensuring all required scenarios are successfully completed before production release.
• Validation and Coordination: Collaborate with Technology, Operations, and vendors to identify, prioritize, and resolve issues found during testing and certification.
• Operational Readiness: Plan and coordinate the rollout of new products, supplier integrations, and product enhancements, ensuring teams are prepared and operationally ready.
• Training Lead: Deliver training and knowledge transfer sessions for Sales, Operations, Customer Service, and other internal teams to ensure successful adoption of new products and features.
• Enhancements: Monitor newly released products and integrations, gather feedback from business users, identify improvement opportunities, and work with Product and Technology teams to drive continuous enhancements.
• Ongoing Evaluation: Take ownership of the business side of product implementations, ensuring new products and integrations are fully validated, successfully launched, and aligned with business goals and customer expectations.