Product Owner: Internal Support & Moderation (Remote)

Hidden Jobs; United States; Remoto; USD 90.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work option

Home-office budget

Healthcare coverage

Unlimited vacation

Descrizione del lavoro

Hidden Jobs is seeking a Product Owner to take full ownership of an internal support and moderation platform powering back-office operations behind large-scale consumer apps. You’ll own vision, roadmap, prioritization, and outcomes for tools used by helpdesk, chat, moderation, QA, and reporting teams operating 24/7.

Lead a cross-functional team, maintain a unified backlog, define success metrics, and drive AI-driven automation to reduce repetitive work and improve user experience.

Competenze

• At least 2 years of experience owning a product end-to-end with accountability for outcomes rather than just delivery.
• Background working on internal, B2B, or operational tooling rather than purely consumer-facing products.
• Solid understanding of support or moderation operations, including queues, SLAs, routing, QA, and the cost of every extra click on a 24/7 shift.
• Hands-on experience shipping AI or automation features and measuring their impact on quality, not just throughput.
• Strong prioritization skills and business judgment to weigh development cost against expected impact.
• Technical fluency to discuss architecture, trade-offs, and tech debt with engineers as a peer, plus clear structured communication and the ability to lead without formal authority.
• Advanced (C1) English and strong analytical skills to run a data-driven product.

Mansioni

• Own the internal support and moderation platform end-to-end, including vision, roadmap, priorities, and measurable results.
• Maintain a single unified backlog across helpdesk, chat, moderation, QA, and reporting tools, deciding what gets built and in what order.
• Partner with adjacent product teams to co-launch features that improve the end-user experience at scale.
• Define success metrics for every release (such as cost per contact, handling time, deflection rate, moderation speed, or accuracy) and follow up on whether they moved after launch.
• Work directly with agents, moderators, and team leads to understand daily workflows and translate pain points into product decisions.
• Identify and ship AI-driven automation that cuts repetitive work, lifts cost efficiency, and improves user experience.
• Lead a cross-functional group of engineers and project managers, keeping delivery aligned to shared goals.

Conoscenze

Product ownership

Prioritization

Structured communication

Data-driven decisions

Technical fluency

Stakeholder management

Strumenti

Zendesk

Intercom

Freshdesk

Descrizione del lavoro

Hidden Jobs is seeking a Product Owner to take full ownership of an internal support and moderation platform powering back-office operations behind large-scale consumer apps. You’ll own vision, roadmap, prioritization, and outcomes for tools used by helpdesk, chat, moderation, QA, and reporting teams operating 24/7.

Lead a cross-functional team, maintain a unified backlog, define success metrics, and drive AI-driven automation to reduce repetitive work and improve user experience.