Нова пошта лідер експрес-доставки в Україні. Наша команда постійно зростає, і зараз ми шукаємо «Head of Customer Service Product Management», ліда на напрямок розвитку сервісів підтримки.
Ми пропонуємо:
Офіційне працевшлаштування та заробітну плату, оплачувані відпустки, лікарняні, відрядження.Участь у масштабних стратегічних проектах.Можливість реалізувати свої ідеї в середовищі, що підтримує інновації.Медичне страхування.Страхування життя.Колектив професіоналів та динамічну робочу атмосферу.
Основні обов’язки:
Вести продуктове бачення та стратегію розвитку сервісів підтримки.Керувати командою продукт-менеджерів: Комунікації та Компенсації, Чати & AI, Трекінг, Проактивні комунікації, Якість продуктів та сервісів.Розвивати системи: чати, AI-боти, голосові рішення, трекінг, нотифікації, маршрутизація звернень, компенсаційні механіки.Оптимізувати клієнтські комунікації та зменшувати кількість звернень (deflection).Упроваджувати стандарти якості сервісу, SLA, регулярне вимірювання та покращення.Працювати зі стейкхолдерами: Операції, Контакт-центр, IT, Продуктові команди, Маркетинг.Аналізувати метрики: % вирішених звернень, час відповіді, CSI, якість трекінгу, кількість скарг.Запускати ініціативи, що зменшують операційне навантаження на контакт-центр.Забезпечити ефективну пріоритизацію, планування, контроль релізів.Презентувати результати, аналітику та roadmap керівництву.
Вимоги до кандидата:
2+ роки досвіду у Product Management або керівництві продуктових команд.3+ роки у Product Management / Customer Experience / Service Delivery.Досвід керування продуктовою або сервісною командою.Глибоке розуміння сервісних процесів: підтримка, компенсації, трекінг, нотифікації.Досвід роботи зі стейкхолдерами та уміння аргументовано презентувати рішення.Знання Discovery, Delivery, UX, продуктової аналітики.Вміння працювати з даними та сервісними метриками (CSI, CSAT, NPS, First Contact Resolution, Time to Answer).Знання принципів побудови чат-ботів, AI-рішень та автоматизації підтримки.Досвід роботи з операційними та технічними командами.
Якщо все це про тебе і ти бажаєш стати частиною Нової пошти — надсилай своє резюме з побажаннями до рівня фінансової винагороди.
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