Product Owner (Chatbot & Non-voice), Customer Service Assistant Manager

Scoot

Singapore

Full-time

Product Management

Nov 13

Summary

We are searching for a highly driven and motivated Assistant Manager, Product Owner of Chatbot, Livechat and Non-voice Customer Servicing Channels!


You will be part of the Customer Service team and will be the Customer non-voice servicing channels (Chatbot/Live chats) product owner providing oversight of the non-voice products - from ideation, system design and development, to post-launch improvements and feature iterations.


You will work closely with both external vendors and internal business units to drive implementation and improvement to new and existing non-voice channels as part of the Custome Servicing Channels strategy, for a more seamless and improved customer experience.Job Description

  • As the product owner, you’ll be responsible for the entire product life cycle, from designing customer journey, creating business requirements, user acceptance testing, change management to training and success management
  • Identify new trends in Chatbot, Livechat and non-Voice customer servicing channels for improved user experience, customer journey and revenue opportunities
  • Evaluate risks, benefits and opportunities to develop software product to holistically meet the objectives of the team and organization
  • Continuously measuring OKRs to achieve the best outcome of the software product developed
  • Develop robust and easy-to-use UI/UX with designers to improve user experience and increase engagement
  • Review user and customer feedback through online surveys, feedback forms and comments regularly. Work closely with internal stakeholders to identify issues or pain points and address areas of improvement
  • Research to remain current in software technologies with the technical team and implement new techniques that improve software performance and user experience
  • Adept in Agile product management, translating research and design to deliver regular valuable increments with the Agile team
  • Ensure software product comply with regulatory requirements and organization policies

Requirements

  • 3-5 years of relevant experience in a Product Management, Product Owner, CX / UX role or Implementation role
  • Bachelor's degree from a reputable education institution, preferably major in Business, Computer Science, or a related applied quantitative field
  • Experience in Agile, project management, customer services, contact centre operations or airport operations, will be an advantage
  • Product management experience with good understanding of customer experience, or at least 1 year experience in managing Omni-channel products such as Livechat / Chatbot, will be a plus

Key Skills

  • Self-driven with strong problem-solving skills
  • Strong analytical skills with attention to details
  • Good communications and interpersonal skills
  • Service and customer oriented
  • IT savvy

Skills:

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