Product Manager at Smart Host developing B2B SaaS solutions for hotels. Leading product initiatives and collaborating with various teams for guest engagement.
About the role
- Product Manager leading the evolution of customer quality at a neobank. Developing comprehensive metrics systems and a structured quality framework across customer journeys.
Responsibilities
- Design and implement a structured quality system across the full customer journey: prevent → proactive → self-service → online support → back-office
- Define evaluation criteria for each stage and align them with business and operations
- Run calibration sessions to ensure consistent standards
- Continuously evolve the framework as products and channels grow
- Help the company move from fragmented quality checks toward a clearer, more scalable quality development model
- Bring together signals from different data sources: chats, social media, app-related interactions, chat history, and other relevant customer touchpoints
- Define and implement quality assessment tools: manual review, AI scoring, CSAT/NPS/CES, self-service and back-office analytics
- Build monitoring for key metrics such as repeat contacts, escalations, long chats, bot fallback rate, FAQ conversion, and SLA
- Identify weak points across the journey and quantify the level of customer pain
- Own rollout and performance tracking of all quality tools
- Work with analytics and internal tooling teams to improve how quality data is collected, interpreted, and used
- Establish a clear definition of high-quality resolution focused on customer outcomes
- Set target metrics and connect them to business results
- Ensure shared understanding of quality standards across stakeholders
- Translate insights into action by building structured reporting for operations, business, training, and product teams
- Act as an ambassador for quality across internal teams, helping service and product stakeholders understand where the biggest issues are and what should improve
- Escalate critical cases and initiate improvement projects
Requirements
- Proven experience building or transforming a QA/QD/customer quality function within Customer Service
- Strong systems thinking with the ability to see and manage the entire customer journey, not just individual interactions
- Hands-on experience with service quality metrics such as CSAT, NPS, CES, FCR, and quality score, and the ability to connect them to business outcomes
- Experience designing evaluation criteria and running calibration sessions
- Strong communication skills with the ability to translate insights into clear actions for different audiences, from agents to business leads
- Experience working with analytics and monitoring tools
- Strong analytical profile: able to work with multiple data sources, identify patterns, and turn them into practical recommendations
- High level of autonomy: this role requires someone who can move fast, navigate ambiguity, and drive work forward with limited hand-holding
- Leadership potential and readiness to grow into a team leadership scope over time
- Experience implementing AI-driven quality tools, including automated scoring and contact classification (Nice to Have)
- Understanding of self-service systems, including FAQs and chatbots, as well as proactive communication strategies (Nice to Have)
- Experience in multi-channel and multi-product service environments (Nice to Have)
- Knowledge of root cause analysis methodologies (Nice to Have)
- Experience in customer quality analytics or similar research/insight-driven roles (Nice to Have)
- Experience working with chat-heavy support environments (Nice to Have).
Benefits
- Relocation support for eligible candidates
- Medical insurance
- Health and wellness benefits
- Program of events and activities both online and in person
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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