Experienced Product Manager - Customer Care

Description:

Gett is a ground transportation platform on a mission to bring the best mobility providers together into one platform with best-in-class UX - spanning booking, riding, invoicing, and analytics so we save our customers time and money.

Our consumer product suite at Gett isn't a single app - it's a portfolio spanning private riders, B2B bookers, and admin tooling, operating across regulated markets with real compliance and pricing constraints. 

Why This Role

You will be able to apply your deep knowledge of consumer and technology trends to shape a vision for Global Customer Care platform and services. You’ll also need to be equally comfortable talking to developers in our Agile teams as you are communicating with our partners in Customer Care, Operations, Regions and other stakeholders on designing and delivering back office systems synergy and excellence (e.g. Customer Care back-end and messaging platforms, Chatbot and live chat services, Back Office monitoring services, telephony system and many others).

Key Responsibilities:

• Lead the Customer Care product roadmap from strategic planning through tactical execution.
• Gather B2B customer and internal stakeholder needs across the organization to inform product strategy.
• Drive innovation by identifying opportunities for pilots, prototyping, and new feature capabilities.
• Translate business needs into detailed PRDs and functional requirements for execution.
• Continuously evaluate the product portfolio to align features with business outcomes.
• Manage end-to-end delivery of new Customer Care products while overseeing existing operations.
• Define and track key metrics (KPIs) with analytics teams to measure success and report progress.
• Collaborate with stakeholders throughout the full product lifecycle to align on requirements, guide execution from ideation to launch, and maximize Customer Care product value.

 Requirements:

• 4+ years of Product Management experience
• 2+ years of product management experience in Customer Care domains  
• Proven track record in taking on end-to-end ownership of products and successfully delivering results, on-time and on-budget
• Proven ability to capture and prioritise business requirements to define MVP, with strong knowledge of business analysis
• Excellent people and project management skills
• Experience with integrating AI tools and research
• Data-driven mindset with proven ability to analyze user metrics and make insight-driven decisions; experience with product analytics tools (e.g., Mixpanel or similar) is an advantage 
• Ability to manage multiple cross-functional team projects with critical deadlines, define and manage project risk factors
• Exceptional written and verbal communication skills, with strong presentation skills
• Hands-on mentality, with a proven ability to get things done in high quality
• English proficiency at the advanced level
• Hands-on experience with agile methodologies is required 
• Experience in leading and guiding product analysts, developers, QA, and designers/UI/UX
• Prior experience working in customer care operations, call centers, or customer support roles is an advantage.

At Gett, we’re committed to creating an inclusive, respectful environment where everyone feels valued and empowered to succeed. We believe that diversity drives innovation, and we’re proud to offer equal opportunities to all—regardless of age, race, gender identity, sexual orientation, disability, or any other characteristic. If you need accommodations during the recruitment process, please contact us at [email protected] ,and we’ll do our best to support you. Click here to view our privacy policy.