Product Owner: Shape the Customer Service Tech Stack (Zendesk)

HRTX; Pasig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

HRTX is seeking a Product Owner to lead the Customer Service domain, overseeing development, maintenance, and SLA delivery of the technology stack. You will work with developers, designers, and operations teams to ensure alignment with business goals and customer needs.

You will define and prioritize backlogs, provide clear product vision, and ensure timely, budget-conscious delivery while maintaining quality. Strong communication and data-driven decision-making are essential.

Qualifications

• Bachelor's degree in Computer Science or related field.
• At least 5 years as Product Owner in a fast-paced environment.
• Experience with customer service tech stacks (Zendesk, CRM, Babelforce, Chatbot, etc.).
• Excellent communication and collaboration skills.
• Fluency in English (reading, writing and speaking).
• Experience working with Agile methodologies.
• Ability to manage multiple priorities in a fast-paced setting.

Responsibilities

• Develop a deep understanding of the business domain, stakeholders, customers, and market trends.
• Define and prioritize the product backlog based on stakeholder feedback, business goals, and technical feasibility.
• Collaborate with cross-functional teams to align the product roadmap with business goals and customer needs.
• Provide clear product vision and direction to the development team.
• Ensure product delivery on time, within budget, and with the desired quality.
• Work with the development team to keep the backlog well-groomed and ready for development.
• Work with stakeholders to position the product in the market and meet customer needs.
• Act as a subject matter expert for the product domain and stay updated with trends.
• Monitor product performance and make data-driven decisions to improve the product.
• Communicate product updates and progress to stakeholders and cross-functional teams.
• Participate in portfolio management for quarterly planning alignment.
• Be readily available for emergencies and unforeseen events.

Skills

Product ownership

English proficiency

Agile methodologies

Stakeholder management

Cross-functional collaboration

Data-driven decisions

Customer service focus

Education

Bachelor's degree in Computer Science

Bachelor's degree in Business Administration

Tools

Zendesk

CRM

Babelforce

Chatbot

Job description

HRTX is seeking a Product Owner to lead the Customer Service domain, overseeing development, maintenance, and SLA delivery of the technology stack. You will work with developers, designers, and operations teams to ensure alignment with business goals and customer needs.

You will define and prioritize backlogs, provide clear product vision, and ensure timely, budget-conscious delivery while maintaining quality. Strong communication and data-driven decision-making are essential.