AirAsia Malaysia Hiring! Full Time Product Manager in WP Kuala Lumpur - Ricebowl

• 6–10 years of Product Management experience in technology, automation, or customer service platforms.

• Strong understanding of service journeys, process automation, and operational workflows.

• Experience working closely with engineering teams on APIs, integrations, and workflow systems.

• Strong customer empathy combined with operational and execution detail.

• Comfortable operating in cross-functional, fast-paced environments.

Preferred

• Experience building or managing AI/ML or conversational AI products.

• Exposure to chatbot, virtual agent, or automation platforms.

• Experience within OTA, travel tech, fintech, or marketplace ecosystems.

• Familiarity with LLM-powered products, agent frameworks, or workflow automation tools.

1. Agentic Product Strategy & Ownership

• Own the product vision and roadmap for MOVE’s Agentic AI and Virtual Agent platforms.

• Define how conversational and AI-driven experiences become a core interaction channel across MOVE.

• Establish long-term strategy for autonomous OTA workflows and intelligent service automation.

• Ensure alignment between AI initiatives and MOVE’s broader product and customer experience strategy.
   

2. Phase 1 – Customer Services AI (Initial Focus)

• Lead development and evolution of the Customer Services Virtual Agent.

• Improve containment rate, response accuracy, and resolution speed.

• Integrate conversational agents with backend systems (PNR, bookings, payments, refunds).

• Automate manual customer service workflows across in-app chat, messaging platforms, social channels, and email.

• Define and govern a unified conversational experience across all user touchpoints.
   

3. Phase 2 – OTA-Wide Agentic Automation

• Design and scale AI-powered workflows across OTA operations, including:

  • Flight and hotel disruption management

  • Booking amendments

  • Refund processing

  • Seat selection and ancillary management

  • Partner and internal support workflows

• Develop AI-driven decision logic and autonomous task execution.

• Collaborate with engineering and data teams on model integration and workflow orchestration.

• Ensure safety, compliance, guardrails, and customer trust in automated decisions.
   

4. Cross-Functional Collaboration

• Partner with engineering, data science, operations, commercial, and customer service teams.

• Translate operational pain points into scalable automation opportunities.

• Align stakeholders around measurable outcomes and adoption goals.

• Drive execution clarity in a rapidly evolving AI landscape.
   

5. Data, Performance & Optimization

• Define success metrics and continuously optimize agent performance.

• Monitor adoption, automation effectiveness, and operational impact.

• Use data insights to improve conversational flows and automation outcomes.

• Support experimentation and iterative improvement of AI workflows.

• Annual Leave
• EPF
• SOCSO
• EIS