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

📋 Description

• Define the vision, strategy, and roadmap for the Service CRM and Contact Experience.

• Map out the most costly and painful customer support journeys, eliminating them through bots, in-app widgets, tools to enhance contact, and self-service options.

• Build a dynamic knowledge base for both customers and agents.

• Utilize data to identify bottlenecks in the support pipeline and reduce support contacts.

• Optimize workflows and integrations across service platforms (tickets, NPS, service desk).

• Ensure the integrity of customer service data.

• Lead discovery and delivery alongside Engineering, UX, and stakeholders.

• Define the success metrics for each feature: First Contact Resolution, Self-Service Resolution, and Cost-to-Serve.

• Collaborate with UX to design a world-class experience for high-stress moments.

⛳️ Requirements

• 4+ years of experience as a Product Manager or Product Owner.

• 3+ years of experience leading or managing teams in agile (Scrum) environments focused on experimentation.

• A clear vision for operational efficiency and reducing Cost-to-Serve through technology.

• Strong analytical skills to solve problems and make data-driven decisions.

• Affinity for UX, service design, data, engineering, and information security.

• Solid communication skills with all levels, particularly stakeholders.

• Desirable: experience with service desks, chatbots, or omnichannel strategies, and in digital products that enhance commercial and operational processes.

• If necessary, provide reasonable adjustments to participate in the selection process.