Medi Assist - Senior Product Manager (5-8 yrs)

About Role:

At Medi Assist, we are on a mission to redefine customer service excellence. We believe exceptional customer service is the cornerstone of building trust, loyalty, and advocacy. Our goal is to leverage cutting-edge technology, AI, and innovative processes to transform support services into a seamless, delightful, and scalable experience.

We are looking for a visionary Product Manager to join our Member Experience Team and drive this transformation. This role is ideal for someone who thrives on solving complex problems, champions the voice of the customer, and has a passion for creating impact through data-driven and technology-led innovation.

Why This Role Matters?

Customer service is no longer just about solving problems; it's about delivering proactive, empathetic, and efficient experiences that resonate with customers. As the Product Manager for Support Services, you will be the architect of this vision. You will have the opportunity to shape the future of our customer interactions, create scalable solutions, and set benchmarks for the industry.

Key Responsibilities:

1. Reimagine Customer Service Delivery Models

- Develop and execute a strategic vision for the future of customer service.

- Design scalable, tech-enabled, and AI-driven models that elevate the customer experience while optimizing costs.

- Benchmark against global best practices and bring in innovative approaches to stay ahead of the curve.

2. Champion Collaboration with Support Teams

- Build a deep understanding of the challenges faced by our frontline support team

- Act a bridge between the support teams and engineering, ensuring their concerns translate into actionable solutions.

- Co-create processes and tools that empower support teams to perform at their best.

3. Own Customer Experience and NPS

- Take end-to-end ownership of customer satisfaction metrics like NPS, CSAT, and first-contact resolution.

- Regularly analyze feedback and implement initiatives to continuously enhance customer interactions.

- Build a feedback loop that ensures customers' voices are central to all support-related innovations.

4. Leverage Data to Drive Insights and Action

- Analyze customer issue data, identify trends, and derive actionable insights to address pain points.

- Partner with cross-functional teams across engineering, product, and operations to resolve root causes of customer challenges.

- Build dashboards and metrics to monitor and improve support efficiency and effectiveness.

5. Build AI-led and Tech-Driven Support Processes

- Lead the ideation, design, and development of AI-powered tools like chatbots, predictive analytics, and automated workflows.

- Identify opportunities to integrate emerging technologies into the support ecosystem for proactive issue resolution.

- Ensure all technology solutions align with our vision for a customer-first approach.

What Makes You a Great Fit:

1. Visionary Leadership

- You have a passion for rethinking customer support and setting a high bar for what's possible.

- You are a strategic thinker who can balance long-term vision with short-term execution.

2. Proven Expertise

- You've worked on automation and AI-led products, ideally in customer service or related domains.

- You have strong technical acumen and can translate business needs into innovative solutions.

3. Customer-Centric Mindset

- You understand the importance of empathy in customer service and are driven by the goal of improving their experience.

- You excel at turning customer pain points into opportunities for innovation.

4. Data-Driven Decision Making

- You rely on data to make informed decisions and prioritize initiatives.

- You have experience in building and monitoring key performance indicators to measure success.

5. Action-Oriented Approach

- You are a self-starter who takes ownership and gets things done.

- You thrive in fast-paced environments and are comfortable managing multiple priorities.

6. Experience & Background

- 5-8 years of experience in product management, with a focus on customer support, AI, or technology-driven products.

- Strong project management skills and a track record of delivering results.

What We Offer:

- Impactful Role: Shape the future of customer service and redefine industry benchmarks.

- Collaborative Environment: Work with passionate teams across functions to deliver meaningful solutions.

- Innovation at Scale: Opportunity to lead cutting-edge AI and tech initiatives that directly impact millions of customers.

- Growth Opportunities: A platform to take ownership, experiment, and drive change in a dynamic environment.

- Customer-Centric Mission: Join a team that prioritizes customer happiness and loyalty above all else.