Product Manager
GoKwik
Conversational Commerce and Engagement:
- Own the product roadmap for customer engagement experiences across WhatsApp, Instagram, Facebook, email, RCS, and web.
- Drive adoption and innovation across conversational commerce workflows.
- Build products that improve customer engagement, retention, and support efficiency.
- Own human-agent workflows, live chat experiences, ticket routing, and escalation mechanisms.
- Build tools that improve agent productivity and customer response times.
- Design seamless experiences between customer conversations and support operations.
- Own chatbot builder experiences, conversation flows, and bot management capabilities.
- Design intelligent handoff mechanisms between bots and human agents.
- Improve automation rates while maintaining customer experience quality.
- Build AI-led engagement capabilities across lifecycle marketing and customer support.
- Develop intelligent workflows powered by LLMs and conversational AI.
- Drive personalisation, automation, and customer intelligence initiatives.
- Manage omnichannel integrations across Meta platforms and other messaging channels.
- Work closely with engineering teams to ensure scalable and reliable platform capabilities.
- Build integrations that simplify merchant onboarding and channel management.
- Translate customer and business requirements into product roadmaps and execution plans.
- Prioritise initiatives based on business impact and customer value.
- Collaborate closely with Design, Engineering, Customer Success, and GTM teams to launch impactful features.
- 2-4 years of product management experience, preferably in B2B SaaS, D2C technology, CRM, or customer engagement platforms.
- Strong product thinking with experience managing customer-facing products.
- Prior exposure to conversational commerce, customer support platforms, or engagement products.
- Hands-on familiarity with AI/LLM-powered products is mandatory.
- Experience building or shipping features leveraging LLMs, chatbot platforms, or AI workflows.
- Familiarity with WhatsApp Business APIs, Meta ecosystem, or messaging platforms is preferred.
- Comfortable working with engineering and business stakeholders in fast-paced environments.
- Strong analytical, problem-solving, and communication skills.
- High ownership mindset with the ability to thrive amidst ambiguity.