Business Product Manager

DepartmentProduct Management- LevelExperienced (Individual Contributor)- LocationSingaporeThe Product Management team at Shopee is the key focal point between the business, engineering and design teams. The team is responsible for implementing strategy, road maps and features, while adhering to business goals. It covers all functions including but not limited to Financial Services, Supply Chain, Search, Recommendation, Advertising, Order, Promotion, User, Anti-Fraud, Seller Service. Join us to own a product that is impacting millions of lives in Southeast Asia and Taiwan.

**About the Team**:

- The Business Product Management (Customer Service) team plays an integral role in building systems and product features to ensure customer satisfaction and a smooth problem-solving journey. The features involved include various channels (e.g. chat, webform, social media) for customers to reach out, the ticketing solution to interact with and track user’s problem-solving journey, as well as performance dashboard users of Seagroup business lines (Shopee, SeaMoney, etc.) a user-friendly customer support experience and to improve the quality of our customer service.- Responsible for the end-to-end product ownership for Customer Service function by developing systems and features to reduce contact rate, improve service efficiency and service quality management
- Drive product roadmap planning, feature prioritisation across business stakeholders and technology stakeholders. Manage feature pipelines
- Analyse, align and evaluate business scenarios and pain points in customer service function, organise business objectives and requirements to deliver a comprehensive and accurate Business Requirement Document (BRD)
- Manage complex, cross-functional projects and oversee the solution delivery process
- Drive scoping, solutioning, and design review discussions
- Organise User Acceptance Test (UAT) to ensure product solution is successfully delivered
- Manage product roll-out strategy closely with business stakeholders
- Define and analyse product and feature success metrics, use data insights to drive further product enhancements
- Engage with key stakeholders (i.e. customer service departments of each business line, other product teams, designers, developers, data team) to ensure that strategic goals, timeline, and objectives of products are met
- Conduct research, market analysis and data insights to discover business pain points and product potential, make informed strategic decisions, and develop creative solutions

**Requirements**:

- Bachelor's Degree or above in any discipline
- Experience in product management, product owner, management consulting, or delivering customer service or CRM products is a plus
- Excellent analytical and logical thinking skills. Able to define and solve problems with structured, fact or data driven approaches
- Effective communication skills to collaborate with various stakeholders from diverse backgrounds
- Proficiency in Mandarin (optional) to facilitate cross-border discussions and collaborations
- Able to explain complex concepts in a simple manner, and summarise key points from unstructured discussions. Good presentation, group discussion and writing skills
- Ability to dive deep into business scenarios and understand real pain points faced by business and users
- Ability to collaborate with multiple stakeholders and manage timelines and priorities effectively
- Proficiency in SQL, Python or past experience in data analysis is a plus