At Alibaba Travels, we’re building the next generation of operational products that empower our Customer Support teams through AI, automation, and data-driven decision making.

As a Senior Product Manager, you will own the strategy, roadmap, and execution of products that improve support efficiency, service quality, and customer experience. You will work at the intersection of Product, Engineering, AI, and Customer Support to solve complex operational challenges and build intelligent internal platforms.

What You’ll Do

• Define product vision, strategy, and roadmap for Operations products.
• Lead product discovery by identifying customer and business problems through qualitative and quantitative research.
• Translate business needs into clear product requirements and PRDs.
• Prioritize opportunities based on customer impact, business value, and engineering effort.
• Collaborate closely with Engineering, AI, Customer Support, and Product teams throughout the product lifecycle.
• Analyze product performance and operational metrics to drive continuous improvements.
• Lead stakeholder alignment and communicate product direction across different teams.
• Drive end-to-end product execution from ideation to launch and iteration.

Products You’ll Build

You will work on products and platforms such as:

• Voice of Customer (VoC)
• AI-powered customer support solutions
• Process Automation
• Quality Assurance (QA) tools
• Workforce Management solutions
• Knowledge Management & Knowledge Base platforms
• Other AI-driven operational products

What We’re Looking For

• At least 3 years of Product Management experience.
• Hands-on experience building products for Operations or Customer Support teams.
• Experience working on AI-powered products or closely collaborating with AI development teams.
• Strong analytical and data-driven decision-making skills.
• Excellent product discovery and problem-solving capabilities.
• Strong experience writing PRDs and managing product roadmaps.
• Outstanding stakeholder management and cross-functional collaboration skills.
• Proficiency in using modern AI tools, including effective prompt writing, context design, and AI-assisted workflows.