Sr. Specialist in Web Production & Project Management at National Geographic Society. Focused on executing initiatives to improve educational outreach and impact through digital platforms.
About the role
- Optimization Product Manager responsible for vision and performance of self service tools at PayJoy. Actively improves customer experiences with chatbots and IVR systems in a global market.
Responsibilities
- Define Product Vision and Strategy: Serve as the primary architect and owner of the long term vision for Chatbot and Bot Voice tools. Ensure all features align with the overarching goal of frictionless automation and anticipate future market trends.
- Roadmap Management: Lead the quarterly improvement roadmap based on OKRs, prioritizing features based on business value, user impact, and technical feasibility.
- User Centric Design and UX Ownership: Design and optimize customer facing chatbot and IVR flows, ensuring intuitive user journeys and high containment rates.
- Stakeholder Management and Requirements Gathering: Act as the primary bridge between Operations, Data, and Engineering teams to convert business needs into clear development tickets and product requirements.
- Product Quality and Performance Monitoring: Take ownership of the end to end quality of self service tools, defining success metrics and supervising the QA process to ensure bug free, efficient releases.
- Data Driven Decision Making: Partner with the Data team to ensure data consistency across platforms, using analytics to identify friction points in the user journey and drive continuous improvement.
- Market Research and Innovation: Actively research emerging trends in AI and automation, evaluating new vendors and technologies to keep our support ecosystem competitive and scalable.
- SLA and Performance Oversight: Ensure platform stability and high system uptime by monitoring performance against SLAs and coordinating the resolution of critical incidents with technical teams.
Requirements
- **Software and Tools:**
- Proficiency in no code chatbot, IVR, and automation platforms.
- Expert user of Jira for product backlog management and Confluence and Figma for documentation and prototyping.
- **Specialized Knowledge:**
- 3 to 5 years of experience in Product Management or Process Optimization within a Customer Support or CX environment.
- Deep expertise in Chatbot ecosystems including Natural Language Understanding and Conversational Design principles.
- Technical knowledge of Bot Voice tools such as Text to Speech, Speech to Text, and Voice User Interface optimization.
- Strong understanding of API integrations, webhooks, and how they enhance the product experience.
- Experience with Agile or SCRUM methodologies and leading cross functional project teams.
- **Skills:**
- Basic SQL knowledge to independently extract data, perform ad hoc analysis, and validate product metrics without relying on engineering teams.
- Strategic thinking with the ability to balance technical constraints with user needs.
- Excellent communication skills for managing stakeholders and presenting product visions.
- Strong analytical skills to interpret performance data and drive product iterations.
- High attention to detail regarding documentation and standardization.
Benefits
- 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
- Life insurance.
- Phone finance, Headphone, home office equipment and wellness perks.
- 30 days of Christmas bonus
- 20 days paid Vacation
- 50% Vacation premium
- 13% Saving funds
- $2,000 MXN monthly grocery coupons
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
- Catered lunches
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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