Job Description
Product Manager – Agentic AI (OTA Automation)
Location: Kuala Lumpur, Malaysia
Reports to: Product Head
About AirAsia MOVE
AirAsia MOVE is a travel and lifestyle platform designed to make travel seamless, affordable, and accessible across ASEAN and beyond. As part of Capital A, MOVE integrates flights, hotels, mobility, events, and experiences into a unified digital ecosystem serving millions of travelers.
As travel evolves toward conversational and AI-driven interactions, MOVE is building the next generation of intelligent digital experiences — where users can plan, manage, and resolve their travel needs through autonomous AI-powered agents.
About the Role
The Product Manager – Agentic AI (OTA Automation) will lead the development of MOVE’s next-generation intelligent agent ecosystem, transforming how customers interact with travel services through AI-driven automation.
This role focuses on building autonomous digital agents capable of supporting users across customer service, booking management, and end-to-end travel workflows. The Product Manager will define and drive MOVE’s Agentic Services strategy — starting with Customer Service AI Agents and expanding into fully automated OTA workflows embedded both within the MOVE app and across external messaging platforms.
You will work closely with engineering, data, operations, commercial, and customer service teams to deliver scalable automation that reduces friction, improves resolution speed, enhances operational efficiency, and elevates customer experience across all MOVE touchpoints.
Key Responsibilities
1. Agentic Product Strategy & Ownership
Own the product vision and roadmap for MOVE’s Agentic AI and Virtual Agent platforms.
Define how conversational and AI-driven experiences become a core interaction channel across MOVE.
Establish long-term strategy for autonomous OTA workflows and intelligent service automation.
Ensure alignment between AI initiatives and MOVE’s broader product and customer experience strategy.
2. Phase 1 – Customer Services AI (Initial Focus)
Lead development and evolution of the Customer Services Virtual Agent.
Improve containment rate, response accuracy, and resolution speed.
Integrate conversational agents with backend systems (PNR, bookings, payments, refunds).
Automate manual customer service workflows across in-app chat, messaging platforms, social channels, and email.
Define and govern a unified conversational experience across all user touchpoints.
3. Phase 2 – OTA-Wide Agentic Automation
Design and scale AI-powered workflows across OTA operations, including:
Flight and hotel disruption management
Booking amendments
Refund processing
Seat selection and ancillary management
Partner and internal support workflows
Develop AI-driven decision logic and autonomous task execution.
Collaborate with engineering and data teams on model integration and workflow orchestration.
Ensure safety, compliance, guardrails, and customer trust in automated decisions.
4. Cross-Functional Collaboration
Partner with engineering, data science, operations, commercial, and customer service teams.
Translate operational pain points into scalable automation opportunities.
Align stakeholders around measurable outcomes and adoption goals.
Drive execution clarity in a rapidly evolving AI landscape.
5. Data, Performance & Optimization
Define success metrics and continuously optimize agent performance.
Monitor adoption, automation effectiveness, and operational impact.
Use data insights to improve conversational flows and automation outcomes.
Support experimentation and iterative improvement of AI workflows.
Required Qualifications & Experience
Required
6–10 years of Product Management experience in technology, automation, or customer service platforms.
Strong understanding of service journeys, process automation, and operational workflows.
Experience working closely with engineering teams on APIs, integrations, and workflow systems.
Strong customer empathy combined with operational and execution detail.
Comfortable operating in cross-functional, fast-paced environments.
Preferred
Experience building or managing AI/ML or conversational AI products.
Exposure to chatbot, virtual agent, or automation platforms.
Experience within OTA, travel tech, fintech, or marketplace ecosystems.
Familiarity with LLM-powered products, agent frameworks, or workflow automation tools.
Why Join AirAsia MOVE?
Build the future of AI-powered travel experiences.
Lead the transformation toward autonomous, agent-driven customer journeys.
Work on high-impact platforms serving millions of travelers.
Collaborate with regional product, engineering, and operations teams.
Play a key role in shaping MOVE’s long-term AI and automation strategy.