Senior Product Manager, Customer Service

Responsibilities

• Product Strategy & Execution: Define and implement the product roadmap for customer support systems, including ticketing tools, case management platforms, and AI-driven solutions. Prioritize features based on business goals, user needs, and feasibility.
• Project Management: Lead large-scale, cross-functional projects from planning to execution, ensuring timely delivery. Work closely with engineering, design, and business teams while managing risks and providing stakeholder updates.
• Collaboration & Stakeholder Management: Partner with customer service, compliance, and business units to align platform capabilities with operational and regulatory requirements. Act as a bridge between technical and business teams.
• Data-Driven Decision-Making: Analyze product performance metrics and user feedback to identify areas for improvement. Optimize system workflows to enhance agent productivity, user experience, and efficiency.
• System Optimization: Oversee enhancements in ticketing systems, AI integrations, and compliance workflows. Develop scalable solutions for global compliance, customer data protection, and multi-region operations.
• Continuous Improvement: Drive ongoing innovations in customer support tools, leveraging automation and AI to streamline workflows, reduce inefficiencies, and improve service quality.

Requirements

• Product Management Experience: 5+ years as a Product Manager, preferably in customer support systems or platform-level products. Proven track record of delivering complex, high-impact projects in fast-paced environments.
• Technical Expertise: Strong understanding of customer support workflows, ticketing systems, and API-based integrations. Familiarity with AI-powered LLM tools, workflow automation, and compliance-driven product development.
• Project & Stakeholder Management: Excellent organizational and prioritization skills to handle multiple projects. Strong communication and collaboration abilities to align diverse teams and stakeholders.
• User-Centric & Data-Driven Approach: Ability to translate user needs and operational pain points into actionable product features. Strong analytical mindset with experience in metrics-driven product development.
• Process & System Optimization: Experience in improving customer support processes through scalable solutions, automation, and AI-driven enhancements to boost efficiency and compliance.
• Nice to Have: Experience with customer support platforms like Salesforce Service Cloud, Freshdesk, Intercom, Zoho Desk, or Zendesk. Background in regulated industries or compliance-related projects. Knowledge of AI-powered features such as auto-assignment, sentiment analysis, or chatbot functionalities.