Senior Product Manager - AI & Operational Efficiency

AI Product Strategy

Lead the roadmap for AI-powered agent assistance tools. Drive the evolution of internal service tools to enhance agent capabilities through intelligent features such as smart suggestions and automated workflows.

Workflow Optimization

Identify bottlenecks in customer service operations. Leverage LLM and automation technologies to streamline complex processes, reduce manual repetitive work, and improve overall service consistency.

Knowledge & Retrieval Experience

Optimize the internal information retrieval architecture. Ensure agents can access accurate knowledge base articles and case history efficiently to support rapid decision-making.

Efficiency Impact

Ownership of key operational efficiency metrics such as AHT, Resolution Rate, and Operational Cost. Design rigorous experiments to quantify improvements.