Product Solutions Manager

Overview
Product Solutions Manager (Must be in Hong Kong)
PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.
This role is suited to those who want to be accountable and influential. It is the Product Solution Manager’s job to ensure the success of our real projects, both by managing timelines, overseeing the quality of virtual assistants, and being the point of authority for the client. Day to day, you’ll be listening to real people interacting with our systems, making decisions on how to make them even better, and convincing the client they’re the right ones.
And our rapid growth in Asia and beyond necessitates a local team who can deploy to our most complex customers, and requires a deep understanding of the expectations of customers in Hong Kong, Singapore, Taiwan, and more. This role also therefore requires the candidate to be located in Hong Kong itself.
Responsibilities
Being accountable for the delivery of transformative virtual assistants, their success at solving problems for our customers, and their conversion into long-term commercial commitments
Be the primary point of contact from a delivery perspective, managing both the communication from the client, and to engineering
Being the voice of the client, understanding their needs, sensitivities and values and rallying the rest of the PolyAI team around such needs
Communicating successes to our customers by turning data analysis into compelling storytelling
Empowering and pushing our dialogue designers, solutions architects and engineers to achieve the best possible voice experience that’s always tied to a strong business case
Collaborating with the pre-sales and sales teams to determine the best solution for a business need
Requirements
Excellent communication skills, with strong storytelling and narrative abilities
Native Cantonese or native-level proficiency (C2 or equivalent), and excellent English (C1+)
Ability to successfully deliver software projects in agile environments
A painstaking attention to detail — we show our clients the very best we have to offer, and no less
The ability to push back to stakeholders, including decision makers
Strong customer obsession and focus on delivering value
An appetite to continuously improve processes and ways of working
Preferred Requirements
High proficiency in Mandarin
Experience with automation, especially processes involving AI
Knowledge of project management principles, and a product solutions manager's eye for prioritization
Experience working as a delivery manager or in another client-facing capacity in a software company
Experience with call centers / customer service, especially in the hospitality / banking / telecom / insurance industries
An interest in consumer tech, design, and user behavior and interaction
Our values
At PolyAI, we take great pride in our values - they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.
Our core values are:
Only the best
We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.
Ownership
We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.
Relentlessly improve
We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.
Bias for action
Our world moves quickly and so do we. We take calculated risks and we deliver impact fast.
Disagree and commit
We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.
Build for people
We want the world to enjoy the experiences they have with us. We are building for a future that prefers automation.
PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.
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