Product Manager - Care

About the role:
At its core, the Product Manager - Care is responsible for the most critical part of the user journey: the moment they need help. You won't just be managing "tickets"; you will be building the intelligent ecosystem that prevents them. Your mission is to bridge the gap between complex backend support systems and a frictionless, "human-feel" digital experience. Whether it’s architecting an AI-driven chatbot that understands intent or designing a self-service help center that anticipates a user's next question, you are the champion for both the customer and our internal support teams.

Key Responsibilities:

• Own delivery of customer and partner support initiatives from discovery to launch.
• Translate roadmap items into clear requirements and user stories.
• Build and improve:
  • AI-powered chat and support experiences
  • In-app help center and self-service journeys
  • Support messaging and case tracking flows
  • Customer and partner feedback experiences
• Collaborate with engineering and design to deliver high-quality solutions.
• Work closely with customer and partner care teams to identify pain points and automation opportunities.
• Use data and insights to drive prioritization and iteration.

Core Requirements:

• ~2–3 years of experience in product management or adjacent roles (e.g., program management, business analysis, consulting, or similar).
• Strong problem-solving and structured thinking skills.
• Experience building customer-facing digital products.
• Strong execution and delivery mindset.
• Comfortable working with engineering and design teams in agile environments.
• Strong analytical thinking and communication skills.

Nice to Have:

• Experience with AI-powered support experiences (chatbots, automation, personalization).
• Experience with support journeys (chat, self-serve, help center, case flows).
• Exposure to support platforms (e.g., Salesforce, Zendesk).
• Understanding of Customer experience metrics (CSAT, containment, deflection, etc.).

Location
Riyadh, Saudi Arabia