Overview: We are seeking a highly skilled and experienced Senior Product Manager to lead and innovate our Customer Service (CS) bot management platform. The ideal candidate will have a strong background in AI, big data, and voice assistant technologies, with a proven track record of managing and improving complex chatbot systems. This role demands strategic thinking, advanced technical knowledge, and exceptional leadership capabilities to drive the development and optimization of our cutting-edge CS solutions.
Key Responsibilities:
1. Strategic Leadership and Innovation:
- Lead the end-to-end planning, design, and implementation of the CS bot management platform, including critical components such as the knowledge base, chat flow, ticket center, and other support tools.
- Develop a forward-thinking roadmap for the continuous enhancement and innovation of chatbot functionalities, ensuring alignment with company goals and user needs.
2. Advanced AI and Data Integration:
- Utilize advanced AI and big data techniques to significantly enhance CS operations, focusing on corpus training, Standard Operating Procedures (SOP) design, assistant replies, and case summaries.
- Integrate state-of-the-art Large Language Models (LLMs) to improve dialog management, intent recognition, and answer generation, ensuring dynamic and natural interactions.
3. Risk Management and Quality Control:
- Establish and oversee robust risk detection and control modules to identify and mitigate input and output risks, ensuring the chatbot responds safely and appropriately.
- Implement comprehensive quality control standards for QA bots, defining criteria for high-quality answers and conducting regular evaluations to maintain excellence.
4. Cross-Functional Collaboration and Coordination:
- Collaborate extensively with engineering, UI/UX design, and CS operations teams to ensure seamless integration and alignment of product objectives and technical requirements.
- Foster effective communication and coordination among all stakeholders to achieve project milestones, resolve challenges, and deliver superior results.
5. Performance Monitoring and Insights:
- Establish and monitor detailed KPIs for the CS bot, conducting regular performance reviews to identify trends, areas for improvement, and opportunities for innovation.
- Leverage data-driven insights to guide strategic decisions, enhance product functionalities, and optimize user experiences.
6. User-Centric Development and Enhancement:
- Gather, analyze, and incorporate user feedback to refine chatbot interactions, enhance user satisfaction, and ensure the platform meets diverse user needs.
- Design and implement user-driven features and updates, utilizing advanced user insight techniques to deliver a superior and personalized user experience.
7. Comprehensive Documentation and Reporting:
- Maintain detailed documentation of all product development processes, design decisions, and performance metrics.
- Prepare and present comprehensive reports to senior management, highlighting key achievements, challenges, and future strategies.
Requirements:
· Educational Qualifications:
- Bachelor’s degree or higher in Computer Science, Information Technology, Artificial Intelligence, or a related field. A Master’s degree is preferred.
· Professional Experience:
- Extensive experience in product design and management of complex Customer Service bots, with a strong focus on AI and big data integration.
- Proven track record of leading cross-functional teams and managing large-scale projects from conception to successful completion.
· Technical Skills:
- Deep understanding of AI, NLP, and LLM technologies, with hands-on experience in implementing and optimizing these systems.
- Strong proficiency in data analysis and deriving actionable insights to drive product development and improvement.
· Leadership and Communication:
- Exceptional leadership skills, with the ability to inspire and guide teams toward achieving ambitious goals.
- Excellent communication and collaboration abilities, with a talent for engaging with multiple stakeholders and fostering effective teamwork.
· Analytical and Problem-Solving Abilities:
- Superior analytical skills, capable of addressing complex challenges with innovative and effective solutions.
- Strong problem-solving abilities, with a focus on driving continuous improvement and delivering outstanding user experiences.
· User Insight and Experience:
- Deep empathy for users, with a keen ability to understand and address their needs through innovative product design and features.
- Demonstrated expertise in gathering and analyzing user feedback to inform product development and enhance user satisfaction.
