蚂蚁金服Ant International-Senior Product Manager - Global Customer Service Platform (Internationalization)-Malaysia
任职要求
1. Bachelor's degree or above with 5+ years of product management experience in contact center or customer service platforms, including end-to-end ownership of greenfield builds or large-scale platform evolution. 2. Must-have: Hands-on experience designing and delivering multi-channel customer service platforms encompassing global voice/CC, online social media, and email ticketing. Deep familiarity with the full-stack architecture and integration model across the customer service platform → contact center (CC) → number provider → telecom carrier chain, including operational and maintenance frameworks. 3. Strong command of SIP/RTP and related communication protocols. Familiarity with open-source telephony frameworks such as FreeSWITCH/OpenSIPS. In-depth understanding of cross-border voice communication links (international trunking, local breakout gateways, number routing, etc.) and relevant compliance requirements (GDPR, PDPA, local telecom regulations, etc.). 4. Familiarity with mainstream CCaaS/CPaaS platforms (Genesys Cloud, Twilio Flex, Amazon Connect, Avaya, etc.). Expe…
工作职责
1. Omni-Channel Customer Service Product Planning & Delivery Own the full product lifecycle of the international customer service platform, covering global voice/contact center (CC), online IM/social media (WhatsApp, LINE, Messenger, etc.), and email ticketing channels — from strategic planning and solution design through development delivery and continuous iteration. 2. Global Telecommunications Infrastructure Lead the architecture design of the global contact center communication stack. Drive vendor evaluation, technical integration, and go-live of overseas telephony platform providers (e.g., Genesys, Twilio, Avaya). Manage number resource planning, carrier onboarding, and cross-border voice link optimization to ensure call quality and service reliability worldwide. 3. Vendor & Channel Ecosystem Management Establish and maintain partnerships with global number providers, telecom carriers, and social media channel partners. Define end-to-end product design, SLAs, and operational runbooks across a multi-vendor environment to ensure service continuity and regulatory compliance. 4. Product Design & Documentation Own solution design for core modules across the entire product line. Deliver comprehensive PRDs, interaction prototypes, and technical design documents; drive design reviews and ensure closed-loop execution from spec to release. 5. Cross-Regional Collaboration & Project Delivery Coordinate with engineering, operations, and business teams across China and international regions. Drive project delivery, production incident response, and system performance optimization to continuously elevate global customer service communication capabilities and user experience.
1. Deliver and build Seller economic insights and be a single-thread owner to drive strategic programs for Haul business 2. Facilitate business discussions with in-depth data-driven insights to drive Seller growth and experience 3. Identify global Selling partner experience gaps and influence cross-functional stakeholders for continuous improvement or new opportunities. 4. Deliver business results via owned products and initiatives
* Identify opportunities across the Global Selling Seller segments and lifecycle, define product strategy and proposition, build up new products/services to help seller growth and AM’s workflow optimization, and continuously drive product success post launch. * Clearly define and communicate product requirements, collaborate with and earn trust from internal stakeholders and external partners, and design and align system solutions. * Work with technology teams to develop products, resolve issues and manage development cycles * Manage stakeholder and leadership communications including problem statement and analysis, product solution review, business/impact review, budget/HC planning, stakeholder change management, etc.
* Identify opportunities across the Global Selling Seller segments and lifecycle, define product strategy and proposition, build up new products/services to help seller growth and AM’s workflow optimization, and continuously drive product success post launch. * Clearly define and communicate product requirements, collaborate with and earn trust from internal stakeholders and external partners, and design and align system solutions. * Work with technology teams to develop products, resolve issues and manage development cycles * Manage stakeholder and leadership communications including problem statement and analysis, product solution review, business/impact review, budget/HC planning, stakeholder change management, etc.
Define AI product vision and strategy across Global Selling seller segments and lifecycle stages; identify high-impact opportunities to apply AI/ML (e.g., GenAI, agentic AI, intelligent automation) to empower business teams — including Marketing, CRM, seller acquisition, and seller growth — to drive operational efficiency and business outcomes at scale. Own the end-to-end AI product lifecycle — from ideation and opportunity sizing, through technical development and experimentation, to launch, adoption, and iterative improvement — ensuring alignment between business objectives, user needs, and technological capabilities. Develop and communicate product requirements including model objectives, data specifications, evaluation metrics, and responsible AI guardrails; earn trust from cross-functional stakeholders (engineering, applied science, design, business operations) and external partners through clear documentation and aligned decision-making. Lead cross-functional and cross-regional collaboration with scientists, engineering, and data teams to build, evaluate, and ship AI-powered products; drive development velocity by managing trade-offs, unblocking technical dependencies, resolving issues, and maintaining rigorous experimentation standards (A/B testing, model performance benchmarks). Drive measurable business impact post-launch through continuous monitoring, data-driven iteration, and feedback loops; leverage market analysis and competitive intelligence to inform product positioning and roadmap evolution. Manage stakeholder and leadership communications across multiple geographies — including problem framing, AI solution trade-off analysis, product/business reviews, budget and headcount planning, and organizational change management for AI adoption at scale. Partner with international stakeholders, leaders, and tech teams to align priorities and drive execution across regions.