Product Manager – AI Chat Bot

This is a fully remote position, open to applicants in Hong Kong.

📋 Description

• Product Planning & Lifecycle Management: Accountable for the comprehensive product lifecycle of Customer Service (CS) management systems, with a specific emphasis on Quality Assurance (QA), Performance Management, Learning & Training systems, and Notification Centers.

• Multi-Channel Support Optimization: Oversee and improve multi-channel service tools (Ticketing System, Email, Whistleblowing, Outbound), ensuring stability and operational efficacy for global CS teams.

• Efficiency & Intelligence: Utilize AI and automation to modernize traditional management workflows. This includes AI-assisted QA scoring, automated performance reporting, and intelligent task allocation.

• Stakeholder Collaboration: Collaborate closely with CS Management, QA, Training, and Compliance teams to pinpoint operational challenges and convert complex business needs into scalable product solutions.

• Data-Driven Iteration: Track key usage metrics of internal tools (e.g., system adoption rate, processing time) and apply data insights to foster ongoing product enhancement and minimize administrative burden.

⛳️ Requirements

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

• Domain Knowledge: Understanding of CS operations workflows (QA, Training, Performance) or ticketing systems (e.g., Zendesk, Salesforce) is highly advantageous.

• Logical & System Thinking: Strong capability in designing complex workflows and permission systems. Proficient in managing intricate logic behind backend management consoles.

• Communication: Exceptional communication skills to coordinate with various internal stakeholders (Operations, Legal, Compliance, Dev) in a dynamic global setting.

• Data & AI Sensitivity: Skilled in data analysis with a solid understanding of how to implement LLM/AI in internal operational contexts.

🏝️ Benefits

• Competitive salary and company benefits

• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)