Job Purpose
As digital interactions become the norm, customers expect seamless, self-sufficient service experiences. This role is essential to drive automation and assisted-service innovations, reducing reliance on customer support while enhancing efficiency and satisfaction. By leveraging AI, machine learning, and intelligent workflows, the Product Manager will streamline agent workflows, reduce service time, and elevate the customer experience through smart, data-driven product enhancements. The Product Manager will work closely with our Contact Center teams to continuously optimize our Salesforce Service Cloud and broader CRM tech stack.
Key responsibilities
- Product Strategy & Development: Define and execute the roadmap for automation in assisted servicing, integrating AI and ML for smarter digital solutions.
- Automation & Self-Service Execution: Build and optimize self-service solutions, transaction workflows, and AI solutions to streamline operations of contact centre & operations team.
- Cross-Functional Collaboration: Work with engineering, design, IT, customer service & operations teams to align initiatives with business objectives.
- Product Lifecycle & UAT: Oversee end-to-end product management, conducting User Acceptance Testing (UAT) to ensure functionality and performance.
- Data-Driven Optimization: Analyze KPIs (automation workflows, net promotor score, manhour savings) and leverage insights to enhance offerings.
- Monitor user-feedback & Innovation: Monitor system performance and user feedback to proactively identify areas for improvement and stay current on Salesforce platform capabilities and industry best practices in digital customer experience
Qualification & experience
- Education: Bachelor's in Commerce, Computer Science, Engineering, or related field, and MBA preferred
- Experience: MBA with 2+ years of experience in digital product management or Non-MBA with 5+ years of experience in building digital products in banking, fintech, or financial services
- Required skills: Strong expertise in AI, automation, Agile methodologies, and stakeholder management
- Preferred skills: Salesforce Administrator or related certification
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