Product Manager – Service Interactions

GoTymeX

. Shape and manage the vision for intuitive self-service and AI-assisted digital servicing interactions across multiple channels .

Posted 10/6/2026full-timeHo Chi Minh City • VietnamMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in product ownership and management within customer service and contact centre domains, leveraging AI-centric service platforms and data-driven decision-making to enhance customer interactions. Proven ability to lead cross-functional teams and optimize service delivery across multiple channels.

Highest-signal resume keywords

Product OwnershipAI-Centric Service PlatformsContact Centre ManagementStakeholder ManagementData-Driven Prioritisation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product ManagementVoice/IVR ExperienceDigital MessagingEmail ManagementSelf-Service DesignContact Centre MetricsAnalytical MindsetCRM PlatformsCase Management PlatformsConversation Intelligence

Soft Skills

Influential LeadershipStakeholder ManagementCross-Functional Team MobilisationAccountabilityCultural Fluency

Tools & Technologies

Google CCAILivePersonGenesys Cloud CXAWS ConnectPega Customer ServiceServiceNowCamundaAppianWhatsApp Business APIWFM Tools

Industry Keywords

Retail Financial ServicesDigital BankingCustomer ServiceContact CentreSelf-ServiceAI-Assisted ServiceVoice of CustomerOperational DataMulti-Market EnvironmentsGroup-Level Product Delivery

Tech Stack

Tools & technologies

AWSCloudServiceNow

About the role

Key responsibilities & impact

Shape and manage the vision for intuitive self-service and AI-assisted digital servicing interactions across multiple channels
Craft customer self-service journeys through in-app and kiosk Help Centre experiences
Enable digital messaging across in-app chat, WhatsApp, and other customer channels, including AI-assisted service conversation management
Orchestrate inbound customer email management, auto-response frameworks, routing, and resolution workflows
Optimise inbound and outbound call routes and IVR design
Own and prioritise the Group Service Interactions backlog across the Philippines and South Africa
Lead sprint refinement, planning, reviews, and retrospectives with engineering, business analysis, and design teams
Define and iterate the product roadmap with the Director of Product
Own the Definition of Done and release readiness
Track product OKRs including CSAT, digital channel adoption, self-service resolution, cost to serve, and NPS
Own Group-level strategy and platform performance for customer interactions
Use Voice of Customer and operational data to inform product and service decisions
Evaluate emerging interaction technologies, AI platforms, and competitive benchmarks
Advise customer service operations leadership on service interactions, contact centre management, and service operations
Provide observability tooling, dashboards, and data insights for operations managers
Drive improvements to operating models, agent workflows, routing strategies, and headcount planning
Champion AI-first service experiences and validate hypotheses through analytics and interaction tagging
Source ideas and emerging technology perspectives from inside and outside financial services

Requirements

What you’ll need

Minimum 5 years of product ownership or product management experience, with at least 3 years in the service interactions, customer service, or contact centre domain
Demonstrated experience leading through influence rather than authority, mobilising cross-functional teams, driving decisions, and holding accountability in complex organisational environments
Excellent stakeholder management skills in complex multi-market environments
Demonstrated product delivery across at least two of: voice/IVR, digital messaging, email management, self-service or help centre
Hands-on experience with AI-centric service platforms such as Google CCAI, LivePerson, or equivalent LLM-based conversation platforms
Experience with traditional CCaaS platforms such as Genesys Cloud CX or AWS Connect
Working understanding of contact centre metrics including CSAT, CES, first contact resolution, WFM, and cost to serve
Strong analytical mindset and data-driven prioritisation ability
Fluency in English; comfort operating across cultures and time zones
Experience in retail financial services or digital banking
Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field
Experience with CRM and case management platforms such as Pega Customer Service, ServiceNow, Camunda, or Appian is desirable
Multi-country or Group-level product delivery experience is desirable
Familiarity with WhatsApp Business API is desirable
Exposure to conversation intelligence and VOC tooling is desirable
Experience influencing or co-designing contact centre operating models is desirable
Familiarity with WFM tools and contact centre capacity planning methodologies is desirable
Experience mentoring junior product or BA colleagues is desirable

Benefits

Comp & perks

Competitive salary that recognizes your talent and potential
Performance-based bonus, including stock-based incentives for high performers
Conferences and expert-led training to accelerate your career
Flexibility to work from home or the office
Generous annual leave allowance
Paid day off for your birthday
Meal and parking allowances