Product Manager, Customer Service Operations

At Lalamove, we believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. We are full steam ahead to make Lalamove synonymous with delivery and on a mission to impact as many local communities we can. We have massively scaled our efforts across Asia and now have our sights on taking our best in class technology to the rest of the world. And we need your help to get us there!

We are looking for an experienced Product Manager to manage our Customer Service & Ops domain. In a high-velocity logistics business, Lalamove's Customer Service agents and Operations teams are one of the backbones of our success. As a product manager at Lalamove, your mission is to give them superpowers. You will own the strategy and execution of the tools that allow our agents to resolve live, complex delivery issues in seconds, radically reducing cognitive load and operational costs while improving the customer experience. In this team, you will work with a group of passionate and talented engineers, designers, and data team to solve some of the most challenging problems the company is facing.

What you'll do

• Own outcomes for CS tooling (resolution quality & speed, agent efficiency, etc)
• Run continuous discovery with agents and ops leads, turning pain into prioritised opportunities
• Understand (and create) business strategy and direction using data and research to build for the future
• Work as a team with design and engineering to validate value and usability before scaling delivery
• Work closely with the other members of the product team and stakeholders to ensure our internal tools strategy aligns with the broader regional operations
• Frame strategy, plans, and results to leadership in terms of business outcomes, rather than just lists of shipped features
• Build creative and cost-effective solutions with members of the platform and cross-functional teams
• Drive full-stack product development with a team of talented engineers, designers and data scientists

What you'll need

• 4+ years PM experience shipping internal tools and/or customer service / contact-center products used daily by operators
• Track record of measurable impact on agent or ops workflows (not only consumer apps)
• Strong product discovery habits, can bring clarity in ambiguous, process-heavy domains
• Business + technical fluency, highly analytical, understand the economics of customer service, and are equally credible talking architecture with engineers as you are talking efficiency with Ops leaders
• Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment
• Fluency in both English & Chinese (Cantonese or Mandarin) is necessary
• Candidate with more experience can be considered for Senior Product Manager