Product Manager (Middle level) - Backoffice Business Support Section, Business Support Development Department (BSD) (Customer Support)

TL;DR

Product Manager (AI/Customer Support): Planning and developing AI-driven customer support tools and backoffice systems with an accent on generative AI integration and operational efficiency. Focus on translating complex business challenges into technical requirements and optimizing CS KPIs through data-driven product iterations.

Location: Tokyo, Japan (hirify.global Crimson House)

Company

hirify.global is a global ecosystem company providing a wide range of services including e-commerce, fintech, and digital content under the mission of empowering people and society through innovation.

What you will do

• Drive product ownership for customer support tools, managing the product roadmap and project backlogs.
• Conduct user interviews and on-site observations to identify pain points for CS operators and administrators.
• Translate business requirements into feasible system specifications and design ideal user experiences.
• Collaborate with engineering and QA teams to plan and release features utilizing generative AI, ML, and NLP.
• Coordinate with diverse stakeholders across CS and business units to build consensus and communicate progress.
• Design post-release KPIs and monitor effectiveness to drive continuous product improvement.

Requirements

• Over 3 years of practical experience in product management or equivalent roles.
• Experience conducting user research, issue organization, and specification development.
• Proven track record of collaborating with engineering teams to advance technical development.
• Business-level proficiency or above in both Japanese and English (TOEIC 800+).
• Must be based in Tokyo, Japan.
• Strong problem-solving skills and ability to build consensus among multiple stakeholders.

Nice to have

• Experience in CRM, contact center, or customer support domain product development.
• Experience planning products utilizing AI, machine learning, or natural language processing.
• Proficiency in data analysis using SQL and BI tools.
• Experience with EC platforms or B2B SaaS.
• Practical experience working in Agile/Scrum environments.