Senior TPM, Customer Service
B
BabylistE-commerce
U.S., CanadaFull-TimeSenior
Salary170357 - 204387 USD per year
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Job Details
- Experience
- 2-5 years
- Required Skills
- SQLArtificial IntelligenceRESTful APIsZendesk
Requirements
- 2-5 years of experience as a Product Manager in an agile development environment
- Experience in customer service, customer support operations, product operations, or similar domains
- Experience in highly cross-functional roles, managing the needs of various technical and non-technical stakeholders when executing projects
- Experience with systems integration, data flow, APIs and automation of manual processes
- Ability to discuss system architecture with technical counterparts
- Able to work with ambiguity, and define executable projects from initially unclear priorities and requirements
- Highly analytical, leveraging data and process improvement techniques to objectively define priorities and action items
- Excellent written and verbal communication skills
- Fast learner with an up-and-comer mentality
- Proficiency in SQL (preferred, not required)
Responsibilities
- Drive the full product lifecycle for your roadmap - discovery, definition and validation, development, launch, and iteration
- Lead the implementation of Sierra, our newly-signed AI chatbot platform, to achieve ambitious automation goals for customer interactions
- Partner closely with a dedicated team of 3 engineers to define and execute on new initiatives, leveraging design, UX, and other customer-facing teams as necessary
- Evaluate and optimize our customer service technology stack, including Zendesk, building AI-led workflows that replace manual processes with intelligent automation
- Collaborate with Product and Engineering leadership to prioritize requests across many stakeholders, primarily including Customer Service Operations, Consumer Product teams, and Data
- Build and maintain reliable knowledge centers (help articles) that serve both AI systems and human agents, ensuring accuracy as products evolve
- Define meaningful and relevant metrics for your space, work with data and engineering teams to surface these metrics, and then contextualize and communicate the impact to the rest of the organization
- Partner closely with support operations leaders and CS managers to ensure technology solutions meet the practical needs of frontline teams
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