Product Manager, Customer Service Operations

📋 Description

• Own CS tooling outcomes (quality, speed, agent efficiency)
• Run continuous discovery with agents and ops to turn pain into opportunities
• Develop strategy using data and research to guide the future
• Collaborate with design and engineering to validate value before scale
• Align internal tools strategy with broader regional operations
• Frame strategy and outcomes to leadership by business impact

🎯 Requirements

• 4+ years PM shipping internal tools or CS contact-center products used by operators
• Proven impact on agent or ops workflows
• Strong product discovery; clarity in ambiguous domains
• Business and technical fluency; analytical; CS economics with engineers and Ops
• Entrepreneurial drive; hit stretch goals in fast-paced environments
• English and Chinese (Cantonese or Mandarin) required