Product Manager (Middle level) - Backoffice Business Support Section, Business Support Development Department (BSD)
Core
Product Manager leading the planning, development, and improvement of products for the customer support domain, utilizing AI and data to enhance customer experience and operational efficiency.
Role type
Product Manager (Middle level)
Builds
Inquiry response tools, AI-assisted chat tools, and inquiry analysis dashboards for end users, merchants, and internal operators.
Domain
E-commerce and Travel customer support operations
Deliverable
product features
Required skills
Product roadmap planning, requirements definition, stakeholder consensus building, KPI design and analysis, generative AI and NLP feature planning, Agile/Scrum management
Preferred skills
Customer support/CRM domain experience, SQL and BI tool usage, EC platform or B2B SaaS experience, business process analysis
Technologies
Generative AI, Machine Learning, Natural Language Processing, SQL, BI tools
Responsibilities
Own and drive product lifecycle from discovery to release, define business flows and user experiences, collaborate with engineering on solution feasibility, monitor post-release effectiveness via KPIs, coordinate with diverse stakeholders including CS departments and data teams
Seniority
Middle level, hands-on IC
