Responsibilities

1. Product Planning & Lifecycle Management: Responsible for the end-to-end product lifecycle of Customer Service (CS) management systems, specifically focusing on Quality Assurance (QA), Performance Management, Learning & Training systems, and Notification Centers.

2. Multi-Channel Support Optimization: Maintain and enhance multi-channel service tools (Ticketing System, Email, Whistleblowing, Outbound), ensuring stability and operational efficiency for global CS teams.

3. Efficiency & Intelligence: Leverage AI and automation to upgrade traditional management workflows. Examples include AI-assisted QA scoring, automated performance reporting, and smart task distribution.

4. Stakeholder Collaboration: Partner closely with CS Management, QA, Training, and Compliance teams to identify operational bottlenecks and translate complex business requirements into scalable product solutions.

5. Data-Driven Iteration: Monitor key usage metrics of internal tools (e.g., system adoption rate, processing time) and utilize data insights to drive continuous product optimization and reduce administrative overhead.

Requirements

1. Bachelor’s degree or above; 3-5 years of product management experience, preferably in CRM, SaaS, B2B internal tools, or Contact Center systems.

2. Domain Knowledge: Familiarity with CS operations workflows (QA, Training, Performance) or ticketing systems (e.g., Zendesk, Salesforce) is a strong plus.

3. Logical & System Thinking: Strong ability to design complex workflows and permission systems. Capable of handling intricate logic behind backend management consoles.

4. Communication: Excellent communication skills to align with multiple internal stakeholders (Operations, Legal, Compliance, Dev) in a fast-paced global environment.

5. Data & AI Sensitivity: Proficiency in data analysis and a good understanding of how to apply LLM/AI to internal operational scenarios.