Job Description
We’re looking for a Senior Product Manager to lead the development of our customer support AI automation product line. You’ll help reduce operational costs, increase automation and improve the customer experience. This role is focused on complex operational processes rather than primarily user-facing features. You’ll turn high-level business needs into clear, measurable automation initiatives – from discovery and business case through pilot and production.
- Own the roadmap and prioritisation for the product line: decide what to build, in what order and why, and deliver against measurable savings targets.
- Work with support operations to understand how processes work in practice, identify automation opportunities and turn operational pain points into shipped solutions.
- Analyse processes, volumes, costs and expected outcomes; build data-driven business cases and assess whether initiatives should be piloted or scaled.
- Define scope, business logic and requirements for automation initiatives, including exceptions, dependencies and cases that need to remain under human control.
- Partner with BPM engineers, backend developers, the LLM team, QA and process owners to align on solutions and delivery.
- Run several initiatives in parallel, balancing new automation opportunities, active projects and infrastructure work.
- Help shape how the team works, including product documentation standards, phased delivery and the path from pilot to production.
- Use AI tools such as Claude Code or Codex in your day-to-day work for analysis, prototyping and documentation—and critically validate their outputs.
- 4–6 years of experience in product management, ideally with automation or AI initiatives that delivered measurable business results.
- Strong analytical and research skills, including process analysis, opportunity sizing, project economics and data-informed prioritisation.
- Experience taking initiatives from discovery and business case through delivery, pilot evaluation and production rollout.
- Confidence working with complex processes, multiple stakeholders and cross-functional technical teams.
- Strong communication and stakeholder-management skills: able to align business and technical teams, manage competing priorities and advocate for automation without losing sight of service quality.
- Hands-on, regular experience with AI agents such as Claude Code or Codex, as well as a working understanding of prompt engineering, model selection and LLM integrations.
- A fully flexible work schedule — there’s no pressure to start work at exactly 9:00 AM; what matters is achieving results and moving forward.
- Each person in our team is encouraged to choose their preferred work format: fully remote, office, or hybrid.
- Ambitious and supportive team who love what they do, appreciate each other, and grow together.
- Internal programs available for adaptation and training, development of soft skills and leadership abilities tailored individually to each employee.
- Partial compensation for employees participating in external training and conferences.
- Support for English language learning goals with group and individual lessons, plus speaking clubs with colleagues from all over the world.
- Corporate prices on hotels and other travel services.
- MyTime Day Off — an extra day off for employees to focus on health, mental recharge, personal issues, or other important activities.
- Experience with customer support or contact-centre operations.
- Familiarity with BPMN and workflow tools such as Camunda.
- Experience automating complex operational processes in adjacent domains.
- Product management with automation or AI initiatives
- Process analysis and opportunity sizing
- Project economics and data-informed prioritisation
- Complex process management and stakeholder coordination
- Communication and stakeholder management
- Prompt engineering and LLM integrations
- Claude Code
- Codex
- BPMN
- Camunda
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