Product Owner (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

As a Product Owner, you will be responsible for the Customer Service business domain and will be accountable for the development, maintenance, and SLA delivery of the technology stack within that domain. You will be working closely with cross-functional teams such as developers, architects, DevOps engineers, designers, customer agent operation team, customer experience team, and data analysts to ensure that the technology stack aligns with the business goals and customer needs.

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 ensure that the product roadmap aligns with business goals and customer needs.
• Provide clear product vision and direction to the development team.
• Ensure that the product is delivered on time, within budget, and with the desired level of quality.
• Work closely with the development team to ensure that the product backlog is well-groomed and ready for development.
• Work with stakeholders to ensure that the product is well‑positioned in the market and is meeting the needs of customers.
• Act as a subject matter expert for the product domain and stay up‑to‑date with market trends, competitors, and emerging technologies.
• Continuously monitor and analyze product performance and make data‑driven decisions to improve the product.
• Communicate product updates and progress to stakeholders and cross‑functional teams.
• Actively participate in Portfolio management to make sure there is a quarterly planning horizon and alignment with other business domains.
• Prompt and effective response to emergency situations and unforeseen events is an integral part of this role, and the Product Owner is expected to be readily available and accessible when needed.

Requirements:

• Bachelor's degree in Computer Science, Business Administration, or a related field.
• At least 5 years of experience as a Product Owner in a fast-paced environment.
• Proven track record of delivering successful products that meet business goals and customer needs.
• Strong functional- and technical background and understanding of customer service technology stacks.F.e. applications as, or similar to, Zendesk, CRM, Babelforce, Chatbot, etc
• Excellent communication and collaboration skills.
• Fluency in English reading, writing and speaking.
• Experience working with agile development methodologies.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong problem‑solving skills and ability to make data‑driven decisions.
• Experience in e-commerce, retail or logistics industry is a plus.