Customer Service & Operations Analyst supporting contact centres. Identifying performance gaps and enhancing customer service processes while developing analytical skills.
About the role
- Senior Product Manager shaping the customer journey in ZAGENO's life science marketplace. Leading AI-driven experiences to enhance purchasing efficiency for researchers and scientists.
Responsibilities
- Define and own the vision and roadmap for customer experience across search, discovery, merchandising, and checkout.
- Leverage AI/ML to power personalized recommendations, smarter discovery, and intuitive navigation.
- Build a deep understanding of customer personas—their workflows, motivations, and pain points—and translate insights into product solutions.
- Partner with Design, Engineering, and Data Science to ship engaging, scalable, and user-friendly features.
- Define and track experience metrics (engagement, conversion, satisfaction, retention) to guide prioritization.
- Collaborate with Commercial and Operations teams to ensure experiences align with business growth objectives.
Requirements
- 5–8 years of product management experience
- Strong exposure to marketplaces, search/discovery, or ecommerce platforms
- Proven track record of building user-centric products
- Experience with AI/ML-powered personalization or recommendation systems
- Strong analytical skills and comfort with data, experimentation, and A/B testing
- Exceptional communication and cross-functional leadership skills
- High bias for action, ability to prioritize in fast-paced environments
Benefits
- Competitive salary
- Benefits
- Flexible PTO
- Professional growth opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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