Location: We are flexible! Come and join us either in Barcelona, Hamburg or Berlin.
We are looking for someone who is passionate about creating seamless customer experiences and leveraging (generative) AI to solve user problems! As the (Senior) Product Manager for our Customer Care Automation team, you’ll be at the forefront of redefining how riders and drivers experience support in our Rider and Driver app. Additionally, you will work on key internal tools such as the Driver Management System, Booking Management System, and Passenger Management System, contributing to the development of the products that drive our business operations.
We are on an ambitious journey to automate >90% of incoming contacts from drivers, riders, and fleet owners. This will enable our customer care agents to focus on the most critical cases and users. At the same time, we are committed to ensuring that the app and support experience for our users is seamless, instant, intuitive and high quality.
Examples of support cases we aim to automate include:
- Riders disputing cancellation fees they believe are unfair.
- Refund requests due to higher-than-expected trip prices.
- Inquiries about lost items left in a vehicle.
- Drivers seeking clarity about their earnings or disputing them.
- Drivers checking the status of uploaded documents for verification.
This role offers the opportunity to shape the future of customer care by blending the use of internal rules and data, and AI with user-first design, driving both efficiency and satisfaction.
YOUR DAILY ADVENTURES WILL INCLUDE:
- Identifying and advocating for opportunities to enhance the customer care experience, focusing on automation and efficiency improvements for riders, drivers, and agents.
- Leading the prioritization of initiatives and features, balancing the needs of riders, drivers, and customer care teams to improve service and reduce costs.
- Driving the discovery process by producing, testing, and validating product ideas for the rider and driver app experience, as well as customer care automation.
- Overseeing the execution of product ideas, delivering solutions with an MVP approach to quickly learn, iterate, and improve.
- Shaping and managing the product roadmap, outlining goals and key milestones to improve customer care through automation.
- Define and develop the long-term strategy for customer care automation, establishing goals and the path to achieve them.
- Fostering cross-team collaboration, aligning product, engineering, and operations on customer care initiatives.
TO BE SUCCESSFUL IN THIS ROLE:
- Product Management Expertise: Proven track record of delivering impactful products, preferably in domains involving automation, AI, or customer care.
- Stakeholder Management: Collaboration, communication, and organizational skills are critical for this role, as you will work closely with a wide range of stakeholders. Apart from daily interaction with your immediate team, i.e. engineering manager, software developers, designer, and product analyst, this role also involves collaborating with a broader set of stakeholders. These include customer care agents, Zendesk (our ticketing platform provider) account managers, technical support specialists, content specialists, etc.
- User-Centric Approach: Ability to deeply understand user needs and translate them into product opportunities.
- Data-Driven Decision Making: Comfortable analyzing quantitative and qualitative data to guide decisions and measure success.
- Technical Fluency: Technical understanding including familiarity with AI, APIs, and automation tools, is a bonus.
- Strategic Thinking: Capable of balancing immediate deliverables with long-term vision and strategy.
- Leadership: Motivates teams, provides direction, and fosters a culture of ownership and accountability.
BENEFITS & PERKS IN A NUTSHELL:
- Flexible working arrangements
- LinkedIn Learning
- Sabbatical & special leave policies
- WeRoad partnership
- Birthday, 24th + 31st December off
- Short term EU work policy
- Mobility Credit
- Health Insurance
- Employee assistance program
DIVERSITY, EQUITY & INCLUSION:
FREE NOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work.
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