Senior Product Manager
Instructure
Customer Excellence Lead – Help Center Chatbot Product Owner
bp
full-time
Posted on:
Location: 🇭🇺 Hungary
Visit company websiteJob Level
Senior
About the role
- Engage with Team Leads, stakeholders and wider customer team to ensure fit-for-purpose digitization and automation
- Demonstrate strong knowledge of the supported business and balance operational expectations to ensure product is on track to deliver expectations
- Drive process optimization and operational continuous improvement in collaboration with global customer teams and DS&T
- Drive and coach Team Leads and wider team toward tried-and-true approach models applying several CI methodologies
- Provide process incident support, investigation, root cause analysis and remediation; stand up IMT if required
- Coach and guide project SMEs as part of automation and digital tools to ensure project delivery
- Monitor bot performance metrics, drive enhancements and coordinate UAT
- Complete content updates and provide customer journey analysis and customer feedback management
- Manage impact of change for portal roll outs, updates, customer impacts and education
- Identify, own and drive the digitization and automation of bp’s various customer chatbots
- Data mine and collate customer insights from various inputs
Requirements
- Proficiency in English language
- Ability to influence across business, offshore hubs, global and automation teams
- Ability to prioritise across different channels and manage demands of different collaborators
- Experience handling change management
- Up to date knowledge of latest technologies and best practices – experience working with some form of AI
- Experience reviewing complex data, examining trends, and making recommendations
- Strong organisational and time management skills
- Demonstrated strong relationship building and internal consulting skills with strength in influencing direction and negotiating outcomes
- Previous experience in planning and monitoring projects / acting as Product Owner
- Certification in project management is good to have
- Some travel may be required
