Product Manager | Service Interactions
Core
Design and manage intuitive self-service and AI-assisted digital servicing interactions across multiple channels to improve customer experience and operational efficiency.
Role type
Senior Product Manager (Service Interactions & Contact Centre)
Builds
In-app and Kiosk Help Centre, digital messaging channels (WhatsApp, In-app chat), email management systems, and IVR/call routing workflows.
Domain
Financial Services / Digital Banking / Contact Centre Operations
Deliverable
product features
Required skills
Product ownership, service interaction design, AI platform integration, contact centre operations strategy, cross-functional leadership, data-driven decision making, stakeholder management, roadmap definition, OKR tracking.
Preferred skills
Experience with conversational AI, semantic data analysis, operating model optimization.
Technologies
Twilio, Genesys Cloud CX, AWS Connect, Google CCAI, LLM-based conversation platforms.
Responsibilities
Craft customer self-service journeys across channels, enable digital messaging and AI-assisted conversation management, orchestrate email and call routing workflows, own and prioritize the group backlog, lead sprint ceremonies, define product roadmap, track product-level OKRs, serve as Group Lead for service operations strategy, provide observability tooling and data insights, drive changes to operating models and agent workflows.
Seniority
Senior, hands-on IC with strategic group-level ownership
