Senior Product Manager Customer Care - Self Service - Chatbot & AI

Company Description

Wix enables anyone to achieve online success. Since 2006, we have expanded to 5,000 employees in 17 countries, launched over 30 products, and currently serve over 230 million users and their global visitors. At Wix, we inspire you to innovate, develop in unconventional ways, and collaborate. We work in small teams that operate closely together at an advanced level.

Even though we're leading in the field of web creation and business, our mission is far from complete. Our aim is to become the main driving force of the Internet, allowing us to facilitate a more accessible web for everyone.

Job Description

• Assume complete ownership and responsibility of products - from conception to production.
• Oversee the product lifecycle: market, data, Business Intelligence and user research, wireframe definition, scope, Key Performance Indicators and developmental process.
• Establish and manage relationships with Product Managers and teams throughout Wix.
• Work hand-in-hand with first-rate professionals in Development, Data Science, User Experience, Data, Operations, Writing and Conversational Design, as well as Product Managers and other team members across Wix to bring your product to market.
• Communicate with both users and our Customer Care workforce, analyze usage data, and conduct usability tests to constantly refine the product.
• Play a pivotal role in the process of roadmap creation.

Qualifications

• 3+ years of experience in building consumer web or mobile products, collaborating with other Product Managers and across several teams.
• Excellent visual skillset and analytical abilities: Proficient in user workflow definition, wireframe sketching, user needs research, and analysis of intents and business cases.
• Outstanding teamwork and communication skills: Capable of clearly and succinctly expressing your own or your team's ideas.
• Comfortable facing tough challenges - prioritizing the production of high-quality solutions.
• Self-motivated learner with the capacity to lead a project from start to finish.

• Prior experience in Research & Development, User Experience and/or Content Management - as a developer, designer, writer or manager, or any experience in building AI products - is advantageous.

Additional Information

Within Customer Care, the Product and R&D division is truly singular - we have assembled a large, highly skilled team that works side by side with our global Support workforce. We mostly build our tools in-house, integrating the strengths of both human and machine intelligence, enabling us to continue delivering superior care as Wix expands.

Our Self Serve group is centered on products designed to educate users about Wix, empowering them to grow and to solve their own issues - rapidly and independently.

The Chatbot and AI team is tasked with pioneering developments in the area - we merge Language Model-based generative AI with pre-designed conversational flows, aiming to automatically and accurately respond to any user query and to direct users to the most suitable team member when required. Our team oversees the entire Chatbot product - including the AI agents, user-facing Chat experience, and the mechanisms used to control our conversational flows.