Job Details

Product Manager for the 'Chats' direction at Zolotoye Yabloko in Moscow. Seeking a senior-level candidate with 4+ years of experience to manage chat support channels, improve key metrics, and develop ML solutions. Offers competitive salary, benefits, and a modern office.

Responsibilities include ensuring the stability and efficiency of support channels (native chat, external communication services). Achieve key metrics: CSI of native chat, native chat share among all inquiries, automated inquiry processing share. Develop and test new formats and technologies (including ML solutions) to transform the service into an intelligent assistant that anticipates requests and resolves issues with minimal operator involvement. Research user needs in different markets for service personalization (ability to conduct interviews, launch surveys). Support cross-team initiatives and company strategy, provide the contact center team with tools to inform users about inquiry status. Design A/B tests, forecast launch impact, create dashboards in the BI system, and perform ad-hoc analysis on raw data. Clearly describe requirements for the development team and related departments.

4+ years of experience in a similar position (Product Manager / Product Owner in customer support, e-commerce, or tech companies). Understanding of call center operations: responsibilities, call/inquiry distribution, quality assessment. Knowledge of modern support formats: chat, messengers, email, social media, self-service via bots and knowledge bases. Ability to reduce operator load through automation of typical questions and clear scenarios (with and without ML). Skills in working with metrics: metric hierarchy, A/B testing, BI dashboards, ad-hoc analysis. Ability to clearly set tasks for development and communicate with stakeholders. Advantageous: Knowledge of specific solutions: Contact Center platforms, CRM systems, bot builders, analytical tools.

Personalized salary offer and official employment. Work schedule: 5/2, 8-hour workday. Voluntary Medical Insurance (DMS) with dental coverage. Career consultant assistance for individual development. Stylish and cozy office in the center of Moscow. Partial meal compensation for office work. Open dialogue with top managers and a friendly team. English language learning with a teacher, compensation for training, and conference participation. Corporate discount at 'Zolotoye Yabloko', plus bonuses and partner offers. Large-scale corporate events, book and sports clubs, small talk, and other informal meetings. No dress code or appearance restrictions.