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Senior Product Manager, Customer Care
On-siteFull-timeProduct ManagementTransportationMobility Services
A mobility platform is seeking a Senior Product Manager to lead its global Customer Care product portfolio. The role covers customer care back-office systems, messaging, chatbots, live chat, monitoring, and telephony services. You will work with engineering, Customer Care, Operations, regional teams
Responsibilities
- Own the Customer Care product roadmap from strategic planning through execution
- Gather B2B customer and internal stakeholder needs to shape product strategy
- Identify opportunities for pilots, prototypes, and new product capabilities
- Translate business needs into product requirements documents and functional specifications
- Evaluate the product portfolio against business outcomes
- Manage end-to-end delivery of new Customer Care products and oversee existing operations
- Define and track KPIs with analytics teams, reporting progress and product performance
- Coordinate stakeholders across the full product lifecycle, from ideation through launch
- Maximize the value of Customer Care products through effective execution and continuous improvement
Requirements
- 4+ years of Product Management experience, including 2+ years in Customer Care domains
- Advanced English proficiency
- Demonstrated end-to-end product ownership and on-time, on-budget delivery
- Strong business analysis skills, including requirements prioritization and MVP definition
- Experience with Agile methodologies
- Ability to analyze user metrics and make data-driven product decisions
- Experience managing cross-functional projects, deadlines, and project risks
- Strong written, verbal, presentation, people management, and project management skills
- Experience leading or guiding product analysts, developers, QA professionals, and UI/UX designers
Nice to have
- Experience with product analytics tools such as Mixpanel or similar
- Prior experience in customer care operations, call centers, or customer support
- Experience integrating AI tools and conducting related research