Product Manager – Customer Experience Systems & AI
Khối Vận Hành
Hồ Chí Minh
25-Operations-0691
You will own and drive the roadmap for our self-built CRM systems and AI initiatives (Chatbot, CS Copilot, Ticket Auto Labelling & Routing, etc.). Your mission: improve service quality (CSAT, Resolution Rate, etc.) and drive operational efficiency by empowering CS agents, streamlining workflows through automation and AI.
Mô tả công việc
- Product Development
- Define and drive product vision and strategy for CX tools, aligning with business objectives.
- Build and manage the roadmap for CRM and AI initiatives, ensuring features are prioritized to maximize impact on service quality and efficiency.
- Translate user needs into clear requirements and maintain a high-impact product backlog.
- Propose and evaluate new technologies (AI/ML, automation) to strengthen our internal CX platform.
- Ensure smooth adoption of tools by CS agents and business users through onboarding, training, and continuous feedback loops.
- Oversee launches of new CX features, ensuring readiness across product, tech, and operations.
- Data-Driven Decisions
- Leverage data and analytics to understand user (CS agent & customer) behavior, pain points, and performance trends.
- Define and track success metrics (CSAT, % Resolution Rate, Escalation, Handle Time, Productivity, etc).
- Use insights to optimize existing features and prioritize new initiatives.
- Ensure product decisions are backed by measurable business outcomes.
- Cross-Functional Collaboration
- Lead cross-functional Cell teams with engineers, designers, analysts, and operations to deliver end-to-end solutions.
- Act as the bridge between technical teams and business stakeholders, ensuring alignment on goals and execution.
- Communicate roadmap, progress, and results effectively to leadership and CX stakeholders.
- Foster a culture of collaboration, experimentation, and continuous improvement.
Yêu cầu công việc
- The Must-Haves:
- 6–8+ years of product management experience, preferably in CX systems, CRM, or AI/ML-powered products.
- 2+ years in a lead role (managing PMs, or leading large-scale cross-functional initiatives).
- Strong background in analytics and data-driven decision-making.
- Hands-on experience building or improving internal tools, B2B systems, or service platforms.
- Proven ability to design and deliver AI/ML-driven solutions for automation or productivity gains.
- Comfort working with technical teams and translating complex requirements into business outcomes.
- Strong problem-solving, structured thinking, and communication skills.
- Passion for customer experience and operational excellence.
- Bachelor’s degree in Business, Management, or related field (or equivalent practical experience).
- The Good-to-Haves:
- Experience with customer service platforms (e.g., Zendesk, Salesforce, or in-house CRM).
- Familiarity with NLP, chatbots, and agent-assist tools.
- Track record of driving measurable improvements in service quality and operational efficiency.
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