Product Manager, Customer Service Operations

What you'll do

Own outcomes for CS tooling (resolution quality & speed, agent efficiency, etc)

Run continuous discovery with agents and ops leads, turning pain into prioritised opportunities

Understand (and create) business strategy and direction using data and research to build for the future

Work as a team with design and engineering to validate value and usability before scaling delivery

Work closely with the other members of the product team and stakeholders to ensure our internal tools strategy aligns with the broader regional operations

Frame strategy, plans, and results to leadership in terms of business outcomes, rather than just lists of shipped features

Build creative and cost-effective solutions with members of the platform and cross-functional teams

Drive full-stack product development with a team of talented engineers, designers and data scientists

What you'll need

4+ years PM experience shipping internal tools and/or customer service / contact-center products used daily by operators

Track record of measurable impact on agent or ops workflows (not only consumer apps)

Strong product discovery habits, can bring clarity in ambiguous, process-heavy domains

Business + technical fluency, highly analytical, understand the economics of customer service, and are equally credible talking architecture with engineers as you are talking efficiency with Ops leaders

Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment

Fluency in both English & Chinese (Cantonese or Mandarin) is necessary

Candidate with more experience can be considered for Senior Product Manager