Senior Product Manager, Customer Service

As a Senior Product Manager, Customer Service at Jiffy.com, your responsibilities include defining and prioritizing initiatives that tackle pain points in the customer support experience, collaborating with engineering and operations teams to roll out new features, and owning the tech stack that supports customer solutions. This means you'll be evaluating and optimizing platforms, analyzing performance data to drive continuous improvement, and enhancing self-service capabilities while ensuring a smooth training process for the customer support team.

To qualify for the Senior Product Manager, Customer Service position at Jiffy.com, candidates need at least 4 years of experience in product management, ideally with a focus on customer service or operational efficiency. Familiarity with customer support technologies, such as Zendesk or chatbots, along with a strong data-driven mindset and excellent communication skills, are essential. Additionally, candidates should be agile and adaptable, able to thrive in a fast-paced environment with shifting priorities.

The Senior Product Manager, Customer Service at Jiffy.com plays a vital role in enhancing customer experience by developing tools and processes that improve the efficiency and effectiveness of customer interactions. By leveraging data analytics to monitor service performance and implementing automation solutions that streamline workflows, this role directly contributes to faster response times and higher resolution accuracy, ultimately leading to a happier customer base.

In the role of Senior Product Manager, Customer Service at Jiffy.com, you will work with various tools and technologies, including platforms like Zendesk, chatbots, AI-driven automation systems, and CRM tools. Your expertise in these technologies will help you optimize the customer support tech stack, improve agent workflows, and enhance self-service capabilities for users seeking assistance.

At Jiffy.com, the work culture for a Senior Product Manager, Customer Service is vibrant and collaborative. The team is focused on innovation, efficiency, and customer success, which creates an environment where your ideas and contributions can drive real change. Collaboration with cross-functional teams, the encouragement of a data-driven approach, and a passionate commitment to enhancing customer experiences are all part of the culture you'll enjoy at Jiffy.com.

When answering questions about your experience with customer service technology, focus on specific platforms you have worked with, such as Zendesk or CRM systems. Highlight any successful projects you managed that involved implementing new technologies or optimizing existing ones. Provide metrics or outcomes where possible to demonstrate your impact.

Explain your systematic approach to prioritization, such as using a framework that weighs customer needs, data analytics, and feasibility. Discuss the importance of balancing short-term gains with long-term strategic goals and provide examples from previous roles to illustrate your decision-making process.

Share a specific example of a project where you worked closely with technical teams. Emphasize how you translated business requirements into technical terms and maintained clear communication throughout. Mention tools or practices you used, such as regular check-ins or project management software, to facilitate collaboration.

You might describe techniques such as comprehensive training sessions, creating engaging user documentation, and soliciting user feedback to refine the rollout process. Share examples of how you managed user adoption at previous positions and the impact it had on performance or productivity.

Delve into specifics about data analysis. Talk about the key performance indicators (KPIs) you monitor and how those metrics influence your product decisions. Provide an example of a situation where data led to a successful product enhancement or shift in strategy.

Discuss challenges such as evolving customer expectations, the rise of automation, or keeping up with technological advancements. Offer insights on how you think companies, including Jiffy.com, can tackle these challenges through innovative product solutions and strategic thinking.

Share a time when your initiatives led to measurable improvements. Describe the challenges before the improvement, the steps you took to implement change, and the positive outcomes that resulted, such as increased efficiency or customer satisfaction.

Talk about how you follow industry news, participate in webinars and conferences, and engage with online communities. Demonstrate your commitment to continuous learning and how staying informed enables you to innovate and drive progress in your role.

Highlight your approach to gathering customer feedback, conducting usability testing, and collaborating with cross-functional teams to ensure that product developments are centered around actual user experiences and needs.

Articulate your strategies for understanding customer needs, such as soliciting feedback, analyzing support tickets, and reviewing customer journey maps. Discuss how you translate these insights into actionable product requirements that prioritize customer satisfaction.