Senior/Product Manager – AI Platforms & Customer Experience Platform
Khối Vận Hành
Hồ Chí Minh
25-CIO-0283
Lead CIO’s product portfolio—building MoMo’s Customer Experience Platform (CXP) and establishing MoMo as the Champion of Customer Voice by enabling fast, accurate feedback, embedding insights into workflows, and scaling customer-centric decision-making across MoMo and merchants.
Mô tả công việc
1. IRIS → Customer Experience Platform (CXP) – Unified Feedback & Experience Platform
Mission
Mission
- Create a next-generation feedback platform that delights internal teams now and scales into a powerful merchant product—turning every customer signal into measurable business growth;
Key focus
- Build internal adoption first, then expand to merchants with dashboards, APIs, and feedback solutions;
- Transform the internal IRIS foundation into MoMo’s Customer Experience Platform (CXP)—a centralized system unifying customer signals, product/UX health dashboards, workflows, and automation;
- Expand IRIS capabilities outward as a merchant-facing feedback and engagement product, offering dashboards, APIs, and insight services;
- Define and maintain the Product/UX Health Framework (Adoption, Retention, Task Success/UX Quality, Reliability, Trust/Safety);
- Establish Evidence Package requirements for proposals, including customer insights, data, experiment plans, and key assumptions/risks;
- Publish and continuously evolve UX & Research Playbooks (methods, sampling, success metrics, guardrails), linking them directly to product and operational workflows;
- Partner with Business, Product, Design, Data, Engineering, and Compliance to translate customer voice into prioritization and trade-offs;
- Balance leadership opinions with customer evidence in a constructive, professional way to guide high-impact decisions;
- Automate detection and resolution of user issues, ensuring feedback loops feed directly into product roadmaps and service operations;
- Socialize customer-care and issue-resolution activities across MoMo—sharing cases, learnings, and best practices to raise awareness and drive proactive action company-wide;
2. CIO Second Brain – Agentic AI Platform
Mission
- Build and scale MoMo’s Agentic AI platform—starting with the CIO Second Brain chatbot—to transform how every business unit creates, learns, and acts on insights;
Key focus & long-term vision
- Agentic AI development: Co-build autonomous AI agents for each major business area (Cash-In/Cash-Out, VTS, CVS, Collections, etc.), enabling each agent to learn continuously, generate content, and evolve with user behavior;
- Business–tech bridge: Translate business needs into clear product requirements and technical architectures, closing gaps between expectations and delivery;
- Continuous self-learning: Design feedback loops so agents capture interactions, enrich their knowledge base, and improve prompts automatically—moving beyond one-off software to living, learning systems;
- Content-centric intelligence: Treat agents as creative engines that generate and curate content and insights, similar to algorithmic personalization models, not just task automation;
- Product strategy for scale: Ensure every agent has a long-term roadmap for upgrades in content quality, personalization, and cross-agent collaboration;
- Domain expertise: Build and maintain a network of domain experts to continuously feed and refine the AI knowledge base;
3. Process & Platform Optimization
Mission
- Continuously improve CIO’s products and operating processes to maximize efficiency, quality, and adoption;
- Lead cross-functional optimization workstreams to shorten time-to-insight and reduce operational friction;
- Identify opportunities to automate workflows, enhance data pipelines, and improve platform reliability, scalability, and cost efficiency;
- Partner with engineering, research, and business teams to embed best practices and ensure long-term sustainability;
Yêu cầu công việc
- 7+ years in Product Management (platforms, SaaS tools, internal productivity or data/AI products);
- Proven track record delivering internal tools and scaling them into external/merchant-facing solutions;
- Deep understanding of AI/LLM technologies, conversational agents, knowledge-base design, and auto-learning systems;
- Strong system thinking & quantitative literacy; ability to connect data → insight → decision;
- Excellent stakeholder management and change-leadership skills; able to close gaps between business expectations and technical execution;
- Passion for understanding users and building scalable, continuously improving AI platforms that become indispensable to both MoMoers and merchants.
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