Hiring for M3 Product Manager

- 4-7 years of experience in Product Management, Customer Experience or Digital Servicing.

- Experience working with customer journeys, chatbot platforms, service processes or customer support technologies.

Key Responsibilities:

Customer Insight & Problem Discovery:

- Understand customer pain points through analysis of customer contacts, support tickets, complaints, chatbot interactions, VOC feedback, NPS responses, customer interviews and business stakeholder inputs.

- Identify key drivers of customer interactions and opportunities for automation.

- Conduct root cause analysis to uncover journey gaps and servicing inefficiencies.

- Develop a deep understanding of customer behaviors, needs and expectations across trading and investment journeys.

- Translate customer problems into scalable product and servicing solutions.

Customer Journey Design & Optimization:

- Design and optimize end-to-end customer journeys across servicing, onboarding, trading support, funds, portfolio management and account maintenance.

- Create intuitive conversational journeys that improve resolution rates and customer satisfaction.

- Reduce customer effort by simplifying complex servicing processes.

- Drive digital-first experiences that shift customers from assisted channels to self-service.

- Continuously improve journeys based on customer feedback, behavioral analytics and operational insights.

Chatbot & Conversational AI Product Management:

- Own the chatbot roadmap and product strategy.

- Define and prioritize enhancements based on customer needs, business goals and operational impact.

- Build AI-led servicing use cases leveraging Conversational AI, GenAI and workflow automation.

- Improve intent recognition, conversational accuracy and automation effectiveness.

- Manage chatbot knowledge base, FAQs, guided flows and API-driven use cases.

- Evaluate and implement emerging AI capabilities to enhance customer servicing.

Contact Center & Agent Productivity Solutions:

- Partner closely with Contact Center and Operations teams to improve customer issue resolution.

- Design and enhance agent dashboards, operational workbenches and monitoring tools.

- Create customer prioritization mechanisms, service buckets and case categorization frameworks.

- Develop alerts and proactive intervention workflows for high-risk customer situations.

- Improve agent visibility into customer journeys, interaction history and open issues.

- Design solutions that improve First Contact Resolution (FCR), SLA adherence and customer satisfaction.

- Support operational teams in identifying and resolving service bottlenecks through technology and analytics.

Product Delivery & Execution:

- Translate business requirements into detailed product requirements, user stories and acceptance criteria.

- Work closely with Engineering, Salesforce, Middleware, Data and Vendor teams to deliver solutions.

- Manage sprint planning, UAT, production releases and rollout activities.

- Ensure timely and high-quality delivery of product enhancements.

- Drive stakeholder alignment across CX, Operations, Technology and Business teams.

Analytics & Performance Management:

- Define and monitor key performance metrics across chatbot and servicing journeys.

- Analyze customer, operational and digital engagement data to identify improvement opportunities.

- Build business cases and quantify impact of proposed initiatives.

- Present insights, recommendations and performance updates to senior management.