Senior Product Manager - AI & Operational Efficiency

Responsibilities

• AI Product Strategy: Lead the roadmap for AI-powered agent assistance tools. Drive the evolution of internal service tools to enhance agent capabilities through intelligent features (e.g., smart suggestions, automated workflows).
• Workflow Optimization: Identify bottlenecks in customer service operations. Leverage LLM and automation technologies to streamline complex processes, reduce manual repetitive work, and improve overall service consistency.
• Knowledge & Retrieval Experience: Optimize the internal information retrieval architecture. Ensure agents can access accurate knowledge base articles and case history efficiently to support rapid decision-making.
• Efficiency Impact: Ownership of key operational efficiency metrics (e.g., AHT, Resolution Rate, Operational Cost). Design rigorous experiments to quantify the business impact of AI implementations.
• Cross-Functional Collaboration: Partner with Algorithm, Engineering, and Operations teams to bridge the gap between technical capabilities and actual business scenarios, ensuring smooth adoption of new features.

Requirements

• Experience: Bachelor’s degree or above. 4+ years of Product Management experience, with a strong focus on B2B products, CRM, or Internal Efficiency Tools.
• AI Application: 2+ years of experience in applying AI/LLM technologies to real-world business problems (experience in Customer Service or SaaS domains is a plus).
• System Thinking: Strong ability to analyze complex workflows and design scalable system solutions. Capable of balancing standardized products with flexible operational needs.
• Data-Driven: Proficiency in data analysis. Ability to define success metrics for efficiency tools and drive product iteration based on usage data and feedback.
• Communication: Excellent communication skills to manage expectations across various stakeholders in a global environment.

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