Product Manager (For Independent Contractors)

The opening is for a product manager in the Customer Support Product team.

Your role:

In this role, as the Product Manager in CS, you would be building products that help our travellers and partners get efficient and delightful customer service from virtual and when needed, human agents. The role covers building products - contact channels, case management, data products and workflow products ensuring a personalised suite of channels to contact CS, an enhanced agent experience and operational agility to deliver the best experiences and business value. The team will work closely with other product teams building efficient processes for agents to support our customers and using AI to deliver ever better and efficient services.

As the product manager for this team, you will lead the team towards:

1. Own use case agnostic capabilities around channels, case management and process flows that can be used by multiple product teams to achieve their specific use cases

2. Understanding the needs of travellers, partners, global operations teams and other product teams and building products that continually deliver incremental value to them

3. Develop product vision, strategy, and 1-2 year roadmap for your specific area, informed by customer insight, data, and stakeholder needs.

4. Partner with engineering managers and technical leads to make informed trade-off decisions, optimize solution architecture, and ensure high availability, scalability, and compliance.

5. Working with 3rd party vendors to make informed recommendations on using OOTB capabilities vs building custom solutions while enhancing internal knowledge of vendor capabilities through training and certifications as needed

6. Define, track, and communicate key success metrics; use data to drive decisions and experimentation.

7. Establishing strong data models that help analytics team get operational insights in near realtime

8. Establish monitoring for quality and reliability of services and ensuring they meet strict SLOs to guarantee a great experience to our customers and agents.

9. Collaborate with company-wide AI teams to deliver stronger results, quicker

Your role would include crafting the strategy, roadmap and measures of success for your product(s) and leading a passionate team of developers and data experts towards delivering an ever better customer service every day. Your role would include collaboration with stakeholders across CS product and analytics teams, privacy and data security teams and with operations teams.

This is an individual contributor role. You will be encouraged to drive strategy and stakeholder alignment. You will not be responsible for managing people.

Role Qualifications and Requirements:

- Past experience in leading cross-functional product teams (engineering, design, analytics, and business stakeholders)

- Proven ability to drive customer-centric product strategies

- Experience in owning and executing on multi-quarter product roadmaps, leveraging customer insights and data to define product objectives.

- Experience managing diverse stakeholders, very good verbal and written communication skills

- Experience working with globally distributed teams and with 3rd party vendors

- Preferable, experience leading large scale technical products

- Preferable, experience building data centric products, and with data modelling