Our Client Currently looking for Principal Product Manager, Digital Support Experience

What You’ll Do

• Build out the strategy and product roadmap for a suite of interactive, digital-first support features that drive engagement and trust across all products.
• Identify “leapfrog” features—leveraging data, automation, and conversational UI—to provide a significantly differentiated value to our members, moving from simple FAQs to complex, end-to-end digital resolution.
• Design and prioritize capabilities that allow members to self-serve on high-stakes tasks, ensuring the digital experience is so effective it becomes the preferred channel for every member.
• Communicate the vision, execution plan, and customer impact to all stakeholders, including the highest levels of leadership, ensuring that digital support is recognized as a key driver of member retention.
• Work closely with partners across engineering, data science, operations, customer service, risk, and legal organizations to translate member pain-points into elegant, compliant product solutions.
• Demonstrate the ability to both create the high-level operational strategy and execute on tactical details.
• Monitor product performance through the lens of Member Satisfaction (CSAT), resolution speed, and digital containment, using data to iterate and improve the experience constantly.

What You’ll Need

• 10+ years of product management experience, with a demonstrated track record of delivering premium, customer-facing digital experiences at scale.
• A deep understanding of modern customer service dynamics and a passion for using technology to solve human problems.
• Ability to operate in a complex cross-functional environment, leading and influencing colleagues across the company to make timely decisions that advance our service objectives.
• Bachelor’s degree or higher in a technical discipline; experience working with automation, APIs, or conversational components to drive user actions.
• Excellent written and verbal skills, with extensive experience presenting business cases and product impact to C-level leadership.
• A data-driven approach to problem-solving, with the ability to turn support trends and member feedback into a cohesive product strategy.
• You do right by the customer, always. You are obsessed with removing friction and creating “wow” moments within the support experience.

• Are you interested in this position?

   

  Apply by clicking on the “Apply Now” button below!

   

  #AlbionarcJobs#FintechJobs

  #AsiaJobs#MiddleEastCareers

  #TechTalent#FintechRecruitment

  #FinanceOpportunities#