Product Manager II - CareTech


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Posted 1 week ago

About the role: 
As a Care Product Manager, you will collaborate with operations, various business and product units, design, product analysts, research and data science teams to help us provide delightful Customer Service experience to all our users (end customers, drivers and merchants) and across geographies. You will be tasked in coming up with innovative UX solutions to address user pain-points which include Chatbots, Help Center, automations, content management systems etc.

What you’ll do/ Responsibilities:

  • Contribute crucially to product strategy and OKRs, effectively prioritizing based on company goals
  • Own and drive product and feature roadmap to fruition, and become an internal champion of your product line
  • Engage cross-functionally, partnering with engineering, design, data and other teams to ship major features and product improvements
  • Clearly communicate product plan, customer feedback and roadblocks to team members, cross-functional peers, and stakeholders
  • Be a customer advocate, articulate their needs and deliver user-friendly solutions that solve their challenges
  • Define, track and report success metrics for product, business and customer
  • Reiterate on product plans, and take informed decisions using data and user feedback
  • Lead effective cadences and incorporate feedbacks into their product plan
  • Proactively be involved in the interview process and mentor new PMs

What you’ll need/ Requirements:

  • A Bachelor’s / Masters or an equivalent degree, preferably in engineering or management
  • At Least 2 years of experience working as a product manager, ideally working on consumer-facing, large-scale products
  • Self-supporting and proactive, you take ownership, ask for help when you need it, and are always looking to learn something new
  • You’re entrepreneurial and are comfortable working in a complex and face-paced environment
  • Analytical and data-driven, you rely on data to recognize what’s happening and define & measure success on every project
  • You are customer-obsessed
  • You are able to clearly communicate your thoughts
  • Experience as a software engineer/developer and working with distributed teams are highly desired
About the team: 
Be a part of the team that is changing the way CARE is provided to Gojek customers, drivers and merchants. CareTech owns the various technology platforms needed to provide state-of-the-art Care experience for all the Gojek user-types and across all our geographies. We solve 15,000+ tickets with ZERO agent intervention - Everyday!
If you are passionate about solving customer problems, love being hands-on and are looking for a challenge, let’s meet :)
About Gojek Care -

About Us
Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'
Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.
As of 2018, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.
Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.
Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.
Job tags: Engineering Research