Customer Service Product Manager

Job Description:

We are seeking a talented and experienced Product Manager specializing in bots and written communication to join our Marketing and Service Division Headquarters.

This role involves promoting the core activities of the division, managing projects and cross-functional processes, planning and prioritizing requirements, documenting business specifications, implementing products and processes, and measuring effectiveness.

Key Responsibilities:

• Oversee the success and continuous improvement of the product.
• Contribute to defining the strategy, product vision, and operational model.
• Develop and write business requirements based on customer needs research, content mapping and classification, decision tree construction, menu specifications, and routing logics.
• Manage and guide the entire product lifecycle, including day-to-day operations with internal stakeholders and external vendors-requirements, specifications, changes, user testing, and handling inquiries and ongoing issues.
• Streamline existing workflows and build new processes in collaboration with various business units.
• Measure, monitor, and optimize the product, including analyzing user data and translating it into requirements and deliverables.

Required Skills:

• Academic degree.
• 3+ years of experience in digital B2C product management—experience with bot products is a significant advantage.
• Knowledge and experience with written communication systems and bots.
• Proficiency in writing and documentation—familiarity with microcopy is a plus.
• Excellent interpersonal communication, good human relations, and ability to manage broad interfaces effectively.
• Experience leading matrix teams and cross-organizational efforts.
• Technological orientation.
• Experience in user experience (UX) and user interface (UI) design.
• Ability to manage multiple interfaces in a high-pressure environment, with creativity in problem-solving.