We are seeking a highly skilled and experienced Senior Product Executive to take the lead in building and enhancing our Chatbot/ChatGPT for assisting MoMo users in their in- app journey, while overseeing the Live- Chat tool for Customer Service (CS) agents. The ideal candidate will be a strategic thinker with a strong background in product development, project management, and a good understanding of natural language processing.
What you will do
ChatGPT Development:
Collaborate with cross- functional teams, including engineers, customer service team, data analysts, UX/UI designers and Product Owners of other services, to implement new features and enhancements to ChatGPT.
LiveChat Tool Oversight:
Monitor and optimize the Live- Chat tool for Customer Service to ensure efficient and effective communication between users and support agents;
Monitor and optimize the Live- Chat tool for Customer Service to ensure efficient and effective communication between users and support agents;
Implement features and improvements to enhance the overall customer experience and streamline support processes;
Implement features and improvements to enhance the overall customer experience and streamline support processes.
Product Strategy:
Develop and execute a comprehensive product strategy for ChatGPT and the Live- Chat tool aligned with business goals and customer needs;
Conduct market research and stay updated on industry trends to identify opportunities for product innovation.
Develop and execute a comprehensive product strategy for ChatGPT and the Live- Chat tool aligned with business goals and customer needs;
Conduct market research and stay updated on industry trends to identify opportunities for product innovation;
Cross- Functional Collaboration:
Collaborate with stakeholders to gather requirements and prioritize feature development based on business impact.
Collaborate with stakeholders to gather requirements and prioritize feature development based on business impact;
Work closely with engineers, customer service team to ensure seamless integration of ChatGPT and the LiveChat tool into the overall product ecosystem;
Work closely with engineers, customer service team to ensure seamless integration of ChatGPT and the LiveChat tool into the overall product ecosystem;
Performance Monitoring and Analytics:
Establish key performance indicators (KPIs) for ChatGPT and the LiveChat tool, and regularly monitor and analyze performance metrics;
Establish key performance indicators (KPIs) for ChatGPT and the LiveChat tool, and regularly monitor and analyze performance metrics;
Utilize data- driven insights to make informed decisions and drive continuous improvement.
Utilize data- driven insights to make informed decisions and drive continuous improvement;
What you will need
Proven experience (2+ years) in product management, with a focus on natural language processing and chat- based applications.
Bachelor’s or Master’s degree in Computer Science, Engineering, Business, or a related field.
Strong project management skills with the ability to lead cross- functional teams and deliver projects on time and within budget.
Deep understanding of machine learning and natural language processing concepts is a plus.
Excellent communication and collaboration skills.
Familiarity with customer service and support processes is a plus.
