Product Manager - Customer Service Digital solutions

Responsibilities:

1.Leading the implementation of improvements to Customer-Facing Digital solutions.

2. Partnering with Product Managers and other stakeholders to understand customer needs and current or emerging trends to refine the longer-term roadmap

3. Assist with creating and redesigning Customer journeys & Assisted journeys

4. Responsible for taking & sharing feedback from Sales & other process owners on all journeys/initiatives

5. Assist with designing process transformation initiatives.

6. Responsible for monitoring industry trends, Competition initiatives and ensuring that we are always ahead of Competition.

7. Responsible for adoption drive for all digital initiatives.

8. Ensuring coordination with all stakeholders to achieve maximum efficiency through all initiatives.

9. Suggest solutions, initiatives and assist in implementing digital initiatives to address the customer issues in higher TAT.

10. Analysis of data and deriving actionable insights from data.

11. Work closely with engineering, design, and product teams as a scrum owner and ensure timely and quality delivery of the product roadmap

Desired Profile:

- 2 - 4 Years of experience in product ownership/management of enhancing customer service or customer experience.

1. Must have worked on Customer service/Customer support/Customer engagement product implementations.

2.Strong collaborator and communicator

3.Product Owner or Knowledge of Agile Sprint Planning.

4.Experience working on customer-facing digital solutions

5Prefer to have experience in customer service applications i.e. Zoho CRM, Salesforce CRM etc.

Qualification: Graduate / Post Graduate (Preferable from Tier 1 & Tier 2)