Role Introduction

Reports To: Head of Digital Product
Cathay’s ambition is to be one of the world best service brands and our Conversational AI plays a crucial role in enhancing customer experiences across our digital platforms to help customers navigate our website, mobile apps, and social media channels such as We Chat and Facebook, providing efficient self-help options.
As a Product Manager, you will lead a dedicated team focused on developing and continually improving our chat interfaces and beyond. Your role will be pivotal in shaping the future of our digital customer service offerings and you'll work closely with key servicing departments to identify and address customer pain points, aiming to enhance both user experience and operational efficiency.
You will be responsible for executing the product vision and defining the roadmap. You'll drive the execution of product initiatives, managing the development and training of the chatbot across multiple channels. Collaboration will be key as you work with cross-functional teams to ensure the product meets customer needs and aligns with our business goals.
You'll take full ownership of the product's success, setting and tracking key performance indicators (KPIs) and driving continuous improvement. Communication will be a crucial aspect of your role, as you'll be responsible for updating stakeholders on product developments and gathering feedback to inform future enhancements. Your strategic thinking will be essential in identifying opportunities for innovation and growth in our virtual assistance offerings.
This role offers an exciting opportunity to make a significant impact on customer service through innovative digital solutions. If you're passionate about leveraging technology to enhance customer experiences and ready to lead a dynamic team in a fast-paced environment, we encourage you to apply.
Key Responsibilities

• Identifying strategic opportunities, engaging with senior stakeholders for insights, developing market and competitive strategies, and prioritizing opportunities based on strategic importance and feasibility.
• Responsible for systematically assessing whether proposed features meet user needs and deliver intended value by designing and conducting user tests, gathering and analysing feedback, using data-driven methods to evaluate feature effectiveness and usability, developing strategic validation plans that align with business objectives, allocating resources for thorough validation, leading high-level data analysis to derive strategic insights, and ensuring features meet market needs through market validation.
• Defining functionality and setting clear, actionable goals through requirement gathering, aligning features with business goals, integrating specifications into product roadmaps, managing stakeholder expectations and securing buy-in, driving innovation to differentiate the product, and identifying and specifying strategies for potential risks.
• Responsible for estimating the time, effort, and resources required for development by assessing task complexity and identifying dependencies, leveraging historical data and expert input for informed estimates, strategically allocating resources to maximize impact, and planning resource needs for long-term projects.
• Additionally, they evaluate the potential impact of product features on customers, the business, and stakeholders by identifying key performance indicators and metrics, gathering and analysing relevant data to forecast outcomes, planning and assessing feature impacts on long-term business goals, conducting high-level impact analysis for strategic decisions, and communicating impact assessments to executive leadership and stakeholders.
• collaborates with design, engineering, and other teams to deliver product functionality, ensuring consistent and high-quality shipping. They develop strategic delivery plans, manage product portfolios, mentor junior managers, lead change management, and align stakeholder priorities.
• Explore user needs and market trends, conduct user research, experiment with new ideas, drive product discovery strategy, lead cross-functional efforts, manage a pipeline of new ideas, align stakeholders, and track discovery metrics.
• Uses data to drive product goals and business outcomes, ensuring data quality and fostering a data-driven culture. They lead the development of a compelling product vision, align it with company objectives, engage stakeholders, and communicate the vision organization-wide.
• Create and execute strategic roadmaps, manage multiple product roadmaps, develop resource strategies, ensure cross-functional alignment, and provide updates to executive leadership.
• Ensures product portfolio initiatives align with business goals, holds accountability for business outcomes, develops strategic plans, monitors performance, and forecasts outcomes based on market trends.
• Communicate strategic product outcomes to senior leadership, build strong stakeholder relationships, craft visionary stories, collaborate across departments, and create detailed reports

Requirements

• Bachelor's degree in business, Computer Science, Engineering, or a related field. With minimal 8 years of relevant experience
• Extensive experience in product management, with a proven track record of managing and delivering successful digital products
• Experience in building chatbot, or working in Service Centre is a plus
• Experience with agile scrum or SAFe agile
• Experience in vendor management
• Experience leading and mentoring a team of product managers
• Demonstrated ability to manage complex projects and multiple stakeholders and be able to resolve disagreement.

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.