Head of Customer Service Product Management in Nova poshta

Nova Poshta is the leader of express delivery in Ukraine. Our team is constantly growing, and we are currently looking for a Head of Customer Service Product Managementto lead the development of support services.

We offer:

• Official employment and salary, paid holidays, sick leave, business trips.
• Participation in large-scale strategic projects.
• Opportunity to realize your ideas in an environment that supports innovation.
• Health insurance.
• Life insurance.
• A team of professionals and a dynamic work environment.

Main duties:

• Lead the product vision and strategy for the development of support services.
• Manage a team of product managers: Communications and Compensation, Chats & AI, Tracking, Proactive communications, Quality of products and services.
• Develop systems: chats, AI-bots, voice solutions, tracking, notifications, call routing, compensation mechanics.
• Optimize client communications and reduce the number of calls (deflection).
• Implement service quality standards, SLA, regular measurement and improvement.
• Work with stakeholders: Operations, Contact Center, IT, Product teams, Marketing.
• Analyze metrics: % of resolved appeals, response time, CSI, tracking quality, number of complaints.
• Launch initiatives that reduce the operational load on the contact center.
• Ensure effective prioritization, planning, release control.
• Present results, analytics and roadmap to management.

Candidate requirements:

• 2+ years of experience in Product Management or product management teams.
• 3+ years in Product Management / Customer Experience / Service Delivery.
• Experience managing a product or service team.
• Deep understanding of service processes: support, compensation, tracking, notifications.
• Experience working with stakeholders and ability to present solutions in a reasoned manner.
• Knowledge of Discovery, Delivery, UX, product analytics.
• Ability to work with data andservice metrics (CSI, CSAT, NPS, First Contact Resolution, Time to Answer).
• Knowledge of the principles of building chatbots, AI-solutions and support automation.
• Experience of working with operational and technical teams.

If all this is about you and you want to be a part of New Mail — send your resume with wishes up to the level of financial reward.