TalentHero Hiring! Full Time Product Manager, Service Interactions in - Ricebowl

Product Manager, Service Interactions

Ho Chi Minh City, Vietnam (Hybrid) | Full-time | Mid-Senior Level

About the Company

Our client is the product, technology and data analytics engine behind a fast-growing digital banking group operating across emerging markets in Asia and Africa. Their mission is to unlock human potential through transformative financial products that empower individuals and small businesses and they build everything with a simple philosophy: create products that employees and customers genuinely love.

About the Team

You'll join a Service Interactions team that owns every channel through which customers connect with their bank plus the intelligence layer that makes those connections smarter over time.

This is a Group function spanning two markets, working across a Customer Service Experience portfolio with product, engineering, analytics and design talent spread across the globe.

Why This Role Is Exciting

• A Group mandate: you'll own the roadmap and outcomes across two markets, not a single-country product role
• Best-in-class problem space: voice/IVR, digital messaging, email and self-service, spanning AI-first and human-assisted experiences
• Influence: work shoulder-to-shoulder with engineering, design, operations and senior executives across multiple markets
• AI: applied with rigor, explainability, and a genuine eye toward customer trust
• Career: access to international training, conferences and mentorship

Why You'll Love Working Here

• Innovation driven environment where AI is embedded thoughtfully into explainable, well-structured business processes
• International, collaborative culture that prizes continuous learning and personal growth
• Competitive, comprehensive benefits package
• Access to technical seminars, conferences, career talks, and overseas training
• The chance to do work that directly shapes financial empowerment and access in emerging markets

What You'll Be Doing

Self-Service & Digital Channels

• Design intuitive self-service journeys across in-app and kiosk help centres, growing resolution before an agent ever needs to step in.
• Own digital messaging channels: in-app chat, WhatsApp, and beyond, including AI-assisted conversation management.
• Manage inbound email frameworks: auto-response, routing and resolution workflows.
• Optimise inbound/outbound call routing and IVR design across contact centre platforms.

Product Ownership & Delivery

• Own and prioritise the Service Interactions backlog across both markets, balancing Group strategy with local urgency.
• Lead sprint ceremonies: refinement, planning, reviews, retrospectives; with engineering, BA, and design
• Shape the product roadmap in partnership with the Director of Product
• Hold the Definition of Done and own release readiness
• Track OKRs including CSAT, digital adoption, self-service resolution, cost to serve and NPS.

Strategy & Insight

• Own Group level strategy for how customers interact with the bank, balancing digital ambition with real-world adoption curves
• Use Voice of Customer and operational data to surface insights that inform product and operational decisions
• Benchmark emerging interaction technologies and AI platforms to keep the roadmap ahead of the curve

Operational Advisory

• Act as a thought leader to in-country customer service operations leadership on best-in-class service design.
• Deliver dashboards and observability tooling that help operations leaders make sharper decisions.
• Drive changes to operating models, workflows, and routing strategies where product capability can unlock a better outcome.

Stakeholder Leadership

• Influence and align product, engineering, operations, and senior executive stakeholders across a complex, multi-market environment.

Innovation

• AI-first service experiences, from intelligent deflection to real-time VOC intelligence.
• Define hypotheses and learning objectives for new features, backed by strong analytics coverage.
• Bring outside-in thinking from across and beyond financial services.

What You Bring

Must-haves:

• 5+ years in product ownership/management, including 3+ years in service interactions, customer service, or contact centre domains.
• A track record of leading through influence mobilising cross-functional teams and driving decisions without relying on formal authority.
• Strong stakeholder management across product, engineering, and business in a multi-market setting.
• Delivery experience across at least two of: voice/IVR, digital messaging, email management, self-service/help centre
• Hands-on experience with AI-centric service platforms (e.g. Google CCAI, LivePerson, or equivalent LLM-based platforms) and traditional CCaaS platforms (e.g. Genesys Cloud CX, AWS Connect).
• Solid grasp of contact centre metrics: CSAT, CES, first contact resolution, WFM, cost to serve.
• Strong analytical mindset with a track record of data-driven prioritisation.
• Fluent English and comfort working across cultures and time zones.
• Experience in retail financial services or digital banking.

Nice-to-haves:

• Experience with CRM/case management platforms (Pega, ServiceNow, Camunda, Appian).
• Multi-country or Group-level product delivery experience.
• Familiarity with WhatsApp Business API (BSP model, templates, conversational flows).
• Exposure to conversation intelligence/VOC tooling (sentiment analysis, topic modelling).
• Experience co-designing contact centre operating models, not just the tech layer.
• Familiarity with WFM tools and capacity planning.
• Experience mentoring junior product or BA colleagues.

Education & Certifications

• Bachelor's degree in Business Administration, IT, Computer Science, or related field.
• Product management certification (CSPO, SAFe PO/PM, or equivalent) advantageous.
• CX or contact centre certifications (CCXP, COPC, or equivalent) a plus.

What's on Offer

• Competitive salary reflecting your experience and impact.
• Performance-based bonus, including stock-based incentives for top performers.
• Conferences and expert-led training to accelerate your career.
• Hybrid flexibility: work from home or the office.
• Generous annual leave, plus a paid day off for your birthday.
• Meal and parking allowances.