Senior Product Manager, AI Automation

Ryt Bank; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Ryt Bank is seeking a Senior Product Manager to own AI and automation across customer support and product operations. You will decide where automation makes the biggest difference, build the roadmap, and work with engineering, data, design, and operations to deliver it.

Success means faster resolutions and less effort for customers, while teams focus on high-value work. You will shape customer experiences in chat, voice, and self-serve, as well as the operational flows behind it.

Qualifications

• 5+ years in product, operations, or engineering owning outcomes.
• Proven track record in improving customer service or operations via technology.
• Shown ability to automate own work and reduce inefficiency.
• Practical understanding of AI reliability and measurement.
• Strong data-driven decision making with measurable outcomes.

Responsibilities

• Own the AI and automation roadmap across customer support and product operations, deciding what to tackle and in what order based on evidence.
• Build and maintain a clear picture of where effort and friction sit across customer journeys and internal processes, and turn it into a prioritised plan.
• Deliver capabilities across the support experience—assisted service in chat, intent detection and routing, self-serve resolution, and case investigation support.
• Redesign complex operational journeys end to end, simplifying steps and hand-offs and applying automation where it improves speed and consistency.
• Own the success metrics for the domain, including resolution speed, first-contact resolution, quality, customer satisfaction, and internal user experience.

Skills

AI/Automation experience

Cross-functional leadership

Data-driven decision making

Strategic thinking

Tools

SQL

APIs

Automation tooling

CRM systems

Job description

Ryt Bank was built to run differently — a modern technology stack, and a conviction that AI should be used to make banking genuinely better rather than worn as a badge. We are looking for a Senior Product Manager to own AI and automation across customer support and product operations.

This is a domain nobody owns yet. You will decide where automation makes the biggest difference to customers and to the teams who serve them, build the roadmap, and deliver it alongside engineering, data, design, and operations. Success looks like customers reaching a resolution faster and with less effort, and our teams spending their time on the work that genuinely needs judgement.

The role spans both sides of the experience — what the customer meets in chat, voice, and self-serve, and the operational flows behind it that actually resolve their case. You will need to be equally strong at strategy and execution, curious enough to sit inside a process and understand how it really runs, grounded in what today's AI can and cannot be trusted with, and effective at rallying cross-functional teams around a shared plan.

What you will do:

• Own the AI and automation roadmap across customer support and product operations, deciding what to tackle and in what order based on evidence rather than anecdote or the loudest request.
• Build and maintain a clear picture of where effort and friction sit across customer journeys and internal processes, and turn it into a prioritised plan that operations leaders believe in.
• Deliver capabilities across the support experience — assisted service in chat, intent detection and routing, self-serve resolution, and support for case investigation — so customers get answers quickly and reach a person when they genuinely need one.
• Redesign complex operational journeys end to end, simplifying steps and hand-offs and applying automation where it clearly improves speed, consistency, and customer outcomes.
• Own the success metrics for the domain, covering resolution speed, first-contact resolution, quality, customer satisfaction, and the experience of the teams using what you build.
• Set the standards for anything we automate: how quality is measured before and after launch, where human oversight sits, and how issues are caught before customers feel them.
• Work closely with operations leaders so improvements land in day‑to‑day practice and the capacity created moves on to higher‑value work.
• Partner with Risk, Legal, and Compliance so governance, controls, and accountability are designed in from the start, in line with our obligations as a licensed bank.

What we are looking for:

• Around five or more years in product, operations, or engineering, in hands‑on roles where you owned the outcome rather than coordinated it.
• A track record of improving customer service or operational experiences through technology at a fast‑growing fintech, digital bank, or another service‑intensive business — delivered in production and lived with afterwards, not only scoped.
• Evidence that you cannot leave an inefficiency alone. You have automated parts of your own work because the manual version annoyed you, without anyone asking you to.
• A practical understanding of how AI systems behave in the real world: where they are reliable, how their quality is measured, and the trade‑offs between quality, cost, and speed. You do not treat AI as a black box.
• Strong data‑driven decision‑making, able to define the right measures, build the picture yourself, and prioritise ruthlessly.
• Comfort working inside operations — sitting with the teams, following a process through end to end, and mapping it as it actually runs rather than as it is documented.
• Ability to drive complex, cross‑functional delivery involving engineering, data, design, operations, and risk, with clarity and without losing momentum.
• Intellectual honesty about what is and is not working, and the resilience to navigate ambiguity and course‑correction quickly.

Nice to have

• Comfortable writing SQL to answer your own questions rather than waiting on someone else to answer them for you.
• A working understanding of APIs and how systems pass information between each other.
• Experience designing agent‑based AI workflows, including the judgement of where a model decides and where it hands over to a person.
• Experience with process and workflow design or automation tooling, and a point of view on where it fits alongside purpose‑built engineering.
• Familiarity with customer service platforms spanning chat, voice, and ticketing or CRM systems.
• Exposure to financial services operations such as payments, disputes, or customer onboarding.