Senior Product Manager, AI & Automation for Support

Fintech News; Petaling Jaya; Presencial; MYR 180.000 - 250.000; Jornada completa

Descripción de la vacante

Ryt Bank is seeking a Senior Product Manager to own AI and automation across customer support and product operations. You will decide where automation adds the most value, build roadmaps, and deliver with engineering, data, design, and operations.

Success means faster resolutions and less effort for customers, with teams focusing on high-value work. You will drive end-to-end operational journeys, define success metrics, and ensure governance with Risk and Compliance from day one.

Formación

• Approximately five or more years in product, operations, or engineering with hands-on ownership of outcomes.
• Track record of improving customer service or operational experiences via technology in fintech or digital banking.
• Evidence of automating own work and driving efficiency through technology.
• Practical understanding of AI systems, their reliability, measurement, and trade-offs between quality, cost, and speed.
• Data-driven decision making with ability to define metrics and prioritise ruthlessly.
• Experience working inside operations and mapping end-to-end processes as they run in reality.

Responsabilidades

• Own the AI and automation roadmap across customer support and product operations, prioritising work by evidence.
• Build a clear map of friction across customer journeys and internal processes, turning it into a plan.
• Deliver capabilities across the support experience: chat, intent detection and routing, self-serve, and case investigation support.
• Redesign complex operational journeys end-to-end, applying automation to improve speed and customer outcomes.
• Own success metrics like resolution speed, first-contact resolution, quality, and customer satisfaction.
• Set standards for automation, including quality checks, human oversight, and risk controls from the start.
• Collaborate with operations leaders to land improvements into day-to-day practice and scale capacity.
• Partner with Risk, Legal, and Compliance to ensure governance and accountability.

Descripción del empleo

Ryt Bank is seeking a Senior Product Manager to own AI and automation across customer support and product operations. You will decide where automation adds the most value, build roadmaps, and deliver with engineering, data, design, and operations.

Success means faster resolutions and less effort for customers, with teams focusing on high-value work. You will drive end-to-end operational journeys, define success metrics, and ensure governance with Risk and Compliance from day one.