Product Manager - Customer Success
About us
Tamara is the leading shopping and payments platform in Saudi Arabia and the GCC region, with a mission to empower people in their daily lives and revolutionize how they shop, pay and bank. We were founded in Riyadh, Saudi Arabia in late 2020 and has since grown to more than 400 employees in offices around the world in KSA, UAE, Germany, and Vietnam.Tamara has over 6 million customers and more than 17,000 partner merchants including leading global and regional brands such as SHEIN, Jarir, Noon, IKEA, H&M as well as local small and medium businesses.
About the role
We are looking for a Product Manager who enjoys the challenge of driving new product initiatives from inception through execution. In this role you will be focused on improving the cross channel customer contact experience and strategy at Tamara by helping the Customer Success Squad grow more efficiently and stay on target. You will collaborate closely with engineers, designers, customer care operations, analysts, and other cross-functional team members to ship highly innovative best in class features and products to our end customers targeted at enhancing the overall experience.
What you will do
- Help build the best-in-class experience as a differentiator for customers and merchants via self-service products (Chatbots, Messaging, Help Center) and next-gen customer service tools
- Building and enhancing the customer experience across contact channels (web, mobile, phone etc.)
- Help drive the customer success strategy across teams as per company objectives and goals
- Help build the overall product vision,strategy and roadmap to enhance contact tools experience.
- Identify goals, metrics and appropriate analytics to measure the performance of the product and its individual features, and continually make product enhancements based on actionable insights
- Define, prioritize and groom the product backlog, create actionable user stories and epics that are clearly visible for the development team.
- Provide guidance on design of products while keeping in mind dependencies and integration with other products across the organization
- Coordinate for A/B tests with our data teams to validate and iterate product increments demonstrating value to our customer and business.
What we are looking for
- You have 3-4 years of experience working on customer experience/success related fields or products.
- Experience working with scaled mobile application and managing releases
- You’re customer obsessed and have successful experience working in fast-paced consumer focused (B2C or B2B2C) environments.
- Arabic speaking is essential
- Exceptional communication skills and ability to interact and influence with diverse groups of technical and non-technical stakeholders.
- Experience in implementing products using Agile methodologies.
- Experience in managing and collaborating with 10+ engineers.
- Experience in areas related to contact tools and experience is a plus
