Job Description
This position is responsible for the comprehensive design and development of customer service products, encompassing both front-end and back-end systems. The role involves analyzing business requirements, planning product features, designing functional modules, and overseeing the full implementation lifecycle. It also focuses on creating standardized online processes, developing efficiency-enhancing tools, and integrating intelligent analysis capabilities to support daily business operations. The candidate will collaborate with cross-functional teams to optimize workflows and enhance service delivery, while ensuring seamless integration between products and business systems. Additionally, the role requires coordination with external suppliers to align with company objectives and deliver high-quality solutions for customer service platforms.
Key Responsibilities
- Lead the end-to-end product design process for customer service systems, including requirement analysis, product planning, functional design, and implementation oversight.
- Develop and implement standardized online workflows that streamline daily operations for business participants, while enhancing team efficiency and customer service capabilities.
- Facilitate collaboration with internal business teams to improve integration processes and ensure cohesive product alignment with organizational goals.
- Coordinate with external suppliers to propose optimization requirements, monitor implementation progress, and ensure timely delivery of projects.
- Design and deploy intelligent customer service solutions, such as chatbots, self-service portals, and work order management systems, to meet company-level platform needs.
- Continuously evaluate and refine existing systems to improve user experience, operational efficiency, and data-driven decision-making capabilities.
- Act as a liaison between technical teams and business stakeholders to ensure alignment on product requirements and deliverables.
- Document processes, tools, and system functionalities to maintain clarity and support team onboarding and knowledge sharing.
- Monitor system performance metrics and provide actionable insights for process optimization and scalability improvements.
- Stay updated on industry trends and emerging technologies to incorporate innovative solutions into customer service product development.
Job Requirements
- Proven experience in product design and development, preferably within the customer service or SaaS industry.
- Strong understanding of front-end and back-end technologies, including but not limited to web development frameworks, API integration, and database management.
- Excellent analytical skills to interpret business needs and translate them into technical specifications and product features.
- Ability to collaborate effectively with cross-functional teams, including business analysts, developers, and project managers.
- Proficiency in project management methodologies to ensure timely and efficient delivery of projects.
- Knowledge of customer service automation tools, AI technologies, and data analytics platforms is a plus.
- Strong communication skills to articulate technical concepts to non-technical stakeholders and vice versa.
- Attention to detail to ensure accuracy in requirement analysis, system design, and implementation processes.
- Problem-solving skills to address challenges in product development and system integration.
- Ability to work independently and manage multiple priorities simultaneously in a fast-paced environment.
- Preferred qualifications include a bachelor's or master's degree in computer science, software engineering, or a related field.
- Experience with agile development practices and iterative product design methodologies.
- Understanding of customer journey mapping and user experience design principles.
- Ability to conduct user testing and gather feedback to refine product features and improve customer satisfaction.
- Knowledge of compliance and security standards relevant to customer service platforms.
