Product Manager, CRM at kayak. About the role This position places you at the heart of how KAYAK connects with millions of travelers worldwide through strategic communication and engagement initiatives. As part of a specialized agile squad focused on customer relationship management, you will own the complete product journey from initial concept exploration through successful deployment. Your primary mission centers on enhancing how the company retains users and communicates value across multiple touchpoints, directly impacting booking conversion and long-term customer loyalty.

Key facts

- Location: Cambridge, MA
- Engagement: Full-time
- Compensation: Base salary ranging from $130,000 to $150,000 annually, supplemented by yearly bonus eligibility and restricted stock unit awards
- Team: Dedicated CRM agile squad
- Work arrangement: Hybrid mode requiring three days weekly at the Cambridge office

What you'll do

- Own and continuously refine the complete product backlog by evaluating incoming requests, authoring comprehensive product requirements documents, and strategically ordering work items to maximize booking outcomes and revenue impact.
- Lead and facilitate core agile rituals including sprint planning sessions, team retrospectives, and sprint review demonstrations to keep development velocity high and team alignment strong.
- Guide CRM initiatives through every stage of the development pipeline, coordinating closely with designers during mockup phases, supporting quality assurance testing, and orchestrating smooth production launches.
- Become the internal expert on MoEngage platform capabilities, configuring sophisticated user journey automations, building precise audience segments, and implementing personalization logic across push notifications, email campaigns, in-app messaging, and messenger-based communications.
- Architect transactional messaging strategies including price drop alerts, booking confirmations, trip reminders, and lifecycle-based communications that respond intelligently to user behavior and stated preferences.
- Design and execute rigorous experimentation programs using A/B testing methodologies and holdout groups to validate product hypotheses, measure incremental impact, and continuously inform roadmap prioritization decisions.
- Track and analyze key performance indicators through hands-on SQL querying and dashboard monitoring,



ensuring all product decisions remain grounded in quantitative evidence rather than assumptions.
- Partner effectively with engineering teams, data science colleagues, and marketing stakeholders to navigate competing priorities, resolve technical constraints, and deliver cohesive cross-functional outcomes.
- Maintain strict compliance with international privacy frameworks including GDPR requirements for European users and CAN-SPAM regulations for email communications, while also optimizing deliverability metrics to ensure messages reach intended recipients.
- Identify emerging opportunities within the CRM landscape by staying current on industry trends, competitor approaches, and evolving customer expectations in the travel technology space.
- Document learnings, best practices, and playbooks that enable the broader organization to benefit from CRM team discoveries and successes.
- Contribute to quarterly planning processes by presenting data-backed proposals for new initiatives and defending resource allocation requests to leadership.

Requirements

- At least three years of hands-on product management experience with demonstrated focus on growth mechanics, user retention strategies, or lifecycle product development within e-commerce platforms or business-to-consumer digital products.
- Direct working experience with enterprise customer engagement platforms such as MoEngage, Braze, Iterable, Salesforce Marketing Cloud, or comparable marketing automation systems.
- Demonstrated success leading agile development teams, including facilitating sprint ceremonies, maintaining healthy backlog hygiene, and balancing stakeholder demands against team capacity.
- Track record of designing and launching omni-channel user journeys that coordinate messaging across email, push, in-app, and other communication surfaces.
- Strong SQL proficiency enabling independent data exploration, metric calculation, and insight generation without constant reliance on analyst support.




- Comfort discussing technical implementation details with engineering partners, including API integration patterns, event tracking schemas, and data pipeline considerations.
- Excellent written and verbal communication skills for articulating product vision, documenting requirements, and presenting results to diverse audiences.
- Analytical mindset with proven ability to translate experimentation results into actionable product improvements.

Nice to have

- Specific prior experience working within the MoEngage platform environment.
- Professional background in travel technology, metasearch business models, or high-transaction-volume consumer marketplace environments.
- Familiarity with deliverability optimization techniques and email reputation management.
- Experience working with internationally distributed user bases across multiple time zones and regulatory jurisdictions.
- Understanding of machine learning applications in personalization and recommendation systems.

Skills & tools

- SQL for data analysis and reporting
- MoEngage or equivalent CRM and marketing automation platforms
- Agile and Scrum methodologies
- A/B testing and experimentation frameworks
- Product requirements documentation
- Data visualization and dashboard tools
- Cross-functional stakeholder management

Practical notes

- This hybrid position requires physical presence at the Cambridge office three days each week, with flexibility for remote work on remaining days.
- The comprehensive benefits package includes company-funded mental health support through SpringHealth, complimentary HeadSpace meditation app subscriptions, and an annual company-wide rest week when offices close entirely.
- KAYAK observes meeting-free Fridays to protect focused work time and reduce calendar fragmentation.
- Generous paid parental leave policies support employees welcoming new children to their families.
- Professional development stipends help team members pursue learning opportunities, conferences, and skill-building resources.
- Complimentary lunch is provided two days weekly at the office, and employees may work remotely from any location for up to twenty days per calendar year.
- KAYAK commits to providing reasonable accommodations throughout the application and interview process for candidates who request support.

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📌 Product Manager, CRM (Cambridge)
🏢 KAYAK
📍 Cambridge