The role of Product Manager - Support Experience requires an individual to take charge of the customer support experience end-to-end, including channels such as messaging, phone lines, emails, secure inbox, social media and the overall support ecosystem. The goal is to deliver exceptional support experiences that meet or exceed customer expectations.
The successful candidate will be responsible for discovery, development, and improvement of new and existing features within the support channels team. This includes analyzing data and user feedback to turn them into actionable insights for the team. Additionally, they will own and shape the backlog, roadmap, and vision of a cross-functional product team.
Key Responsibilities
* Customer Support Experience: Design and implement exceptional customer support experiences across various channels.
* Feature Development: Develop and improve new and existing features within the support channels team.
* Product Management: Own and shape the product vision, backlog, and roadmap for the cross-functional product team.
* Data Analysis: Analyze data and user feedback to inform product decisions.
Requirements
* 3+ years of experience in product management roles, independently managing cross-functional teams.
* 2+ years of experience in support channels within a product management role.
* Experience in banking industry is a plus.
* Significant B2C digital experience building products that end-users love.
* Understanding of support experience, conversational banking, generative AI, and regulatory compliance products.
* Excellent English fluency (spoken and written) and communication skills.
* Strong analytical skills with attention to detail.
The ideal candidate is a people person with a business mindset, able to dive into complex problems and provide open, direct, and timely feedback. They should be autonomous to execute and collaborative to think.
This role offers opportunities for career growth, flexible work arrangements, and access to cutting-edge technologies. If you're passionate about delivering high-quality products and have a passion for innovation, we encourage you to apply.