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Caravelo builds the technology platform behind airline subscription products, combining SaaS, payments, booking systems and airline integrations. The Professional Services team ensures these implementations work smoothly for each customer.
As a Technical Project Manager in Professional Services, you will own the customer journey from signed contract to successful production go-live. Your primary accountability is launching on time and launching smoothly.
You will work with customers to understand their business needs, workflows, constraints and technical landscape, then translate those into a clear implementation plan that makes the best use of Caravelo's platform. You will not define the technical architecture alone; instead, you will facilitate the solution together with Customer Solutions Engineers, Product & Platform teams and the customer.
Key responsibilities include:
**Own the journey to go-live:** Build and maintain realistic implementation plans. Coordinate Caravelo teams, customer teams and third-party vendors around shared milestones. Manage dependencies, decisions, risks and changes throughout the project. Keep customers informed about progress and make deviations visible early. Drive testing, launch readiness and production stabilisation. Your role is to create the conditions that keep projects on track, not simply report status.
**Understand the customer and shape the solution:** Lead discovery from a business and delivery perspective. Translate customer needs into clear requirements and implementation decisions. Articulate what the Caravelo platform can already do. Guide customers toward proven approaches based on previous implementations. Identify where configuration is sufficient versus where integration, extension or additional development is needed. Keep the agreed solution, scope and important decisions clearly documented. Over time, you will develop subject-matter expertise in airline technology patterns such as payments, reservation systems and critical integrations.
**Keep complexity under control:** Enterprise implementations fail when requirements appear late, dependencies are unclear, decisions remain unresolved or different teams believe different things are in scope. Continuously ask: What are we missing? What could delay us? Who owns this? When do we need the answer? Be comfortable challenging both Caravelo teams and customers when something threatens the implementation.
**Stay involved beyond launch:** A go-live is important but not the end. Remain involved in regular customer conversations and lead smaller, clearly scoped projects as their implementation evolves—such as promotional campaigns, subscriber migrations, new payment providers, data layer connections, integration migrations or recurring issue resolution.
**Use AI to remove friction:** Actively use AI tools to turn workshops into structured requirements, analyse project information and dependencies, draft documentation and communications, explore unfamiliar APIs, investigate problems before involving engineers, and modify small configurations or write simple scripts for one-off tasks. You are not expected to become a software engineer, but we value people curious enough to solve small problems themselves rather than creating unnecessary hand-offs.
You will work closely with Customer Solutions Engineers, Product & Platform Engineering, Customer Success, Sales and the customer's own business and technology teams. Tools include Jira, Teamwork, documentation platforms and internal AI assistants, but what matters is maintaining reliable shared understanding of scope, milestones, decisions, dependencies, risks, ownership and progress.
This role is a good fit if you like bringing structure to unstructured situations, enjoy understanding what customers really need rather than simply recording what they ask for, can move comfortably between commercial objectives and technical discussions (APIs, payment migrations, testing blockers), are organised without being bureaucratic, and use experience to guide decisions while remaining curious about unfamiliar areas.
**Requirements:**
Must have:
- 3+ years of experience managing complex customer-facing technology, SaaS or implementation projects from requirements through go-live
- Strong project-management fundamentals across planning, scope, dependencies, risks, decisions and stakeholder alignment
- Excellent discovery and communication skills: ability to turn ambiguous customer conversations into clear requirements and actions
- Enough technical fluency to work comfortably with engineers and discuss APIs, integrations, data flows and enterprise systems without needing to be the implementer
- Comfortable managing multiple internal and external stakeholders and taking ownership when a project moves away from plan
- Curious, pragmatic and hands-on, including using AI tools to make yourself and the wider team more effective
Nice to have:
- Experience in Professional Services, implementation consulting, enterprise onboarding or customer delivery
- Experience with airlines, travel technology or another integration-heavy industry
- Experience with payment systems, reservation systems, data platforms or other business-critical integrations
- Experience coordinating projects involving third-party vendors and legacy enterprise systems
- Experience with international customers and distributed teams
- Formal project-management training or certifications such as PMP, PRINCE2 or Agile methodologies
