Product Owner (Chat) at Salt South Africa

Our client is an omni-channel travel & lifestyle service with a strong background in high-touch communications (telephony, email, SMS) and digital self-service via our member-facing web application.

As Product Owner for Chat, you will be responsible for successfully product managing, optimising and launching new and existing chat capabilities for our members, globally.

This includes:

• Improving their live webchat functionalities
• Improving their existing chatbot capabilities
• Introducing new chat capabilities (e.g., WhatsApp, WeChat, Facebook Messenger, Line and others).
• You’ll work closely with the CX, Product Management, Content and Unified Comms (IT) teams to devise your strategy and roadmap.

Responsibilities:

• Identify opportunities and prioritise a roadmap of introducing new chat functionalities.
• Identify, rationalise and coordinate a prioritised roadmap.
• Improve the usability of webchat.
• Create, maintain and update product and operational documentation.
• Educate stakeholders, the wider business and clients on the capabilities, processes and benefits of chat, to grow awareness and advocacy for the channel.

Requirements:

• Minimum 2-3 years of experience working with chat as a service provision communications channel
• Proven experience designing, implementing and maintaining/managing chatbot capabilities
• Proven product management / ownership experience
• An analytical and inquisitive mind, with proven experience of distilling data and metrics into actionable insights
• Experience working across multiple markets, and navigating various communications preferences, cultural norms and languages