Intelligent Customer Service Product Manager

Job Responsibilities:

1. Product full-process planning and design: Lead the strategic planning and roadmap formulation of the customer service workbench product, deeply analyze business needs and user pain points, and combine industry trends to design forward-looking and innovative product solutions. For example, accurately identify the tedious links in customer service in multi-channel information processing and plan a one-stop integrated solution.

2. Intelligent strategy formulation and implementation: Use AI, big data and other technologies to promote the intelligent upgrade of customer service products. Introduce cutting-edge technologies such as intelligent agent assistance to promote the intelligent upgrade of customer service work. Through accurate user portraits and scenario analysis, formulate targeted intelligent application solutions to improve customer service work efficiency and quality.

3. Cross-departmental collaboration and project promotion: Work closely with R&D, operations, and customer service teams. Provide clear product requirements documents to the R&D team to help them understand product goals; communicate with the operations team to optimize product functions based on operational data; collect feedback from the customer service team to continuously improve product experience

4. Data analysis and optimization: Establish an effective product data monitoring system, deeply analyze user behavior data and business data, and optimize product iterations based on data insights. For example, by analyzing customer service operation logs, we can find function usage bottlenecks and optimize operation processes in a targeted manner;

Job requirements:

1. Professional background: Bachelor degree or above, computer science, software engineering, marketing or related majors are preferred.

2. Work experience: more than 3 years of product management experience, including at least 1 year in the field of customer service products, and rich experience in the intelligent implementation of customer service products. Candidates who have led projects such as the construction of intelligent customer service systems and the development of intelligent auxiliary tools will be given priority.

3. Skill requirements: Proficient in using product design tools such as Axure and Sketch, proficient in data analysis tools (such as SQL and Excel advanced functions), good technical understanding, and able to effectively communicate technical feasibility and implementation plans with the technical team.

4. Ability and quality: Have keen user insight, excellent problem-solving and decision-making ability. When faced with complex problems, be able to quickly sort out ideas and make reasonable decisions. Have excellent teamwork and communication skills, and be able to coordinate resources from all parties to promote product implementation.

5. Industry knowledge: Have keen insight into the development trends and technological applications of the customer service industry, understand the mainstream customer service products and solutions in the industry, and be familiar with the application scenarios of intelligent technology in the customer service field.

6. Other characteristics: Have strong problem-solving ability and innovative consciousness, be able to quickly respond to challenges in a complex and changing business environment and propose innovative solutions. Be passionate about work, have a strong sense of responsibility, pay attention to details, and pursue excellence.