Product Manager
vor 1 Woche
Job DescriptionWe are on the lookout for a Product Manager to join our Service Agent Tooling team on our journey to always deliver amazing experiences. In this role, you will lead the product strategy, roadmap and development of OneView, our internal Agent resolution tool, used daily by thousands of agents across 70 countries. You’ll be able to directly shape the Agent-facing experience to ensure Agents can efficiently resolve millions of daily customer, rider and vendor contacts. You will work collaboratively with engineering, data science, analytics, design/UX research and product ops to deliver functionality that improves Agent productivity and ensures we solve our customer’s issue the first time, every time.If you geek out on balancing utility with great user experience and are passionate about creating incredible service experiences, this role is for youYour MissionLead the product: This is your opportunity to make it easier for Agents to help our customers, riders & vendors, creating a more efficient & delightful service experiencesDrive innovation & automation: You will champion the product from discovery to successful implementation, ensuring a focus on data-driven decision making and driving impact. Define and achieve goals: You will develop and maintain a clear product roadmap, prioritizing initiatives based on business value, user needs and tech advancements. You will be responsible for driving both quarterly OKRs and long-term strategic targets. Collaborate effectively: You will partner closely with engineers, product designers, analysts and product ops to translate complex requirements into impactful product features. Alignment with stakeholders across our global brands will be essential. Become a subject matter expert: You will be the go-to expert for Agent resolution tooling, building empathy for our global Agents and depth of how service operations is managed across all our global footprint. Grow your team: You will contribute to a collaborative and growth-oriented team environment, fostering data-informed and user-centric approaches within the team.Qualifications5 years of experience in experience in product managementTrack record of successfully launching and constantly improving B2B(2C) productsData-driven and impact-oriented; very comfortable with metrics & KPIsAbility to balance user needs with business priorities and provide a rationale behind your decisionsStrong interpersonal, written and verbal communication skillsNice-to-havesExperience in managing a diverse set of stakeholders from around the worldExperience in working with Customer Service products
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