Associate Product Manager
1 week ago
Role DescriptionThis is a full-time on-site role for an Associate Product Manager for our customer success division at HABUILD located in Nagpur.
Resposibilities:
Optimize
User Support Journey:
Enhance the user support experience for both our users and team members.
Identify pain points and implement solutions to streamline support processes.
Ensure a seamless and efficient support journey from initial contact to resolution.
Performance Tracking and Improvement:
Develop tools to Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), First Response Time, and quality of support interactions.
Analyze performance data to identify trends, improvement areas, and optimization opportunities.Develop and implement strategies to improve overall support performance and user satisfaction.
AI/ML Integration:
Work with the development team to integrate Artificial Intelligence (AI) and Machine Learning (ML) solutions into the support process.
Leverage AI/ML to automate repetitive tasks, and enhance response accuracy.
Team Efficiency and Training:
Collaborate with the customer support team to identify training needs and skill gaps.
Develop training programs and resources to enhance team members' skills and knowledge.
Foster a culture of continuous improvement and innovation within the support team.
Stakeholder Collaboration:
Work closely with cross-functional teams including product development,
and operations to ensure alignment and effective communication.
Gather feedback from users and team members to inform product development and support strategies.
Act as a liaison between the support team and other departments to ensure a unified approach to user support.
QualificationsExperience in product management and product developmentProven experience as a Product Manager, preferably in a customer support or service role.
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