Senior Product Manager responsible for planning and launching Visa/Mastercard card issuing products. Seeking experienced professional skilled in cross - border financial services, located in Shanghai.
About the role
- Product Manager at Equinix enhancing support and call center platforms. Managing product backlog and collaborating with various teams to improve customer support outcomes.
Responsibilities
- Own and manage the support and call center platform product backlog
- Partner closely with Support Managers and Call Center Operations
- Drive the implementation and optimization of support tools
- Collaborate with engineering teams to define technical requirements
- Design and implement support metrics and dashboards
- Conduct user research and gather feedback for improvements
- Work cross-functionally with Customer Success, Sales, and Product teams
Requirements
- Bachelor's degree in Business, Computer Science, Engineering, or related field
- 3-5 years of product management or product owner experience
- Hands-on experience with Salesforce Service Cloud
- Deep understanding of call center telephony systems
- Strong knowledge of contact center operations
- Experience writing detailed user stories and acceptance criteria
- Data analysis skills with creating dashboards and reports
Benefits
- Employee Assistance Program
- Health, life, disability and voluntary plans
- Retirement plans
- Paid Time Off (PTO) and paid holidays
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