Product Manager
Customer Automation Team
The Client Automation Team creates products that help users solve their issues independently without contacting support or waiting for an operator's response.
One of the team's key products is an AI-assistant based on LLM, which helps users get answers and resolve issues through dialogue. We are currently actively expanding the assistant's scenarios, improving the quality of the model's responses, and integrating it into the customer journey after ticket purchase.
We are looking for an experienced and autonomous T-shaped product manager with strong analytical thinking, who can understand complex processes, work at the intersection of product and AI technologies, see the process as a whole, and understand the impact of product changes on the customer journey and business results.
What needs to be done
- Develop the support AI assistant: launch new scenarios, improve user experience, and expand query coverage;
- Be responsible for the quality of the model's responses: analyze errors, identify causes of quality degradation, form hypotheses, and prioritize improvements;
- Work with the NLP team, data annotation, and model quality analytics;
- Research user requests, develop a topic tree, and identify the most significant scenarios in terms of request volume and business impact;
- Formulate and prioritize the product backlog based on data, user needs, and potential impact;
- Design user scenarios and assistant dialogue flows;
- Launch new product entry points and scale assistant usage in the customer journey;
- Interact with adjacent teams (analytics, automation, knowledge base, platform teams) to implement product initiatives;
- Work on reducing the load on support through automation and increasing the share of requests resolved without operator involvement;
- Track and improve key product metrics: contact rate, number of support tickets, and the proportion of successful resolutions through the assistant.
What we expect from you
- 4+ years of experience as a Product Manager in a product company;
- Strong analytical background; a background in business analytics will be an advantage;
- Ability to decompose complex processes and problems, build prioritization based on data and business impact;
- Understanding of the principles of AI/LLM products, chatbots, and support automation systems;
- Understanding of conversational interface design and experience in designing user scenarios;
- Ability to independently dive into a new subject area, find information, and bring tasks to completion without constant supervision;
- Experience working closely with analysts and understanding how to formulate tasks to achieve high-quality results;
- Systems thinking and the ability to see the entire customer journey, not just a specific functionality;
- Pragmatic approach to AI: ability to distinguish real product capabilities from hype and evaluate solutions based on their impact on user and business metrics;
- Maturity in communication, resilience in complex discussions, and the ability to work effectively with a large number of stakeholders.
Will be a plus:
- Experience with support products, support processes, or customer service automation;
- Experience with NLP, LLM, or conversational AI products;
- Experience with model quality, results evaluation, and user feedback.
How we work
- from anywhere in the world: we are not tied to a location, we pay in dollars, we love to travel;
- without bureaucracy: convenient, healthy processes, horizontal and open communication, quick discussion of ideas and decision-making;
- compensation: voluntary medical insurance, psychotherapy or foreign languages, sports activities, and sick leave.
