Product Manager role at PayPay Securities, based in Tokyo with remote/hybrid work. No further responsibilities or requirements are provided.
About this role
This role sits within the operations organization of a mobile securities service and focuses on optimizing user experience from customer feedback. It connects customer-service operations with service improvement, new-service planning, and cross-functional execution by identifying the issues behind inquiries and turning them into practical changes.
The person will analyze VOC and inquiry data, prioritize causes, plan measures to reduce contacts, and improve self-service paths, FAQs, and UI/UX. They will also design customer-service operations for new services, including policies, workflows, talk scripts, and knowledge resources, while applying generative AI and other tools to support responses and analysis.
Applicants need hands-on experience leading business improvement, operations planning, or CX improvement; taking initiatives from planning and requirements definition through implementation and adoption; using data to structure issues and deliver measurable quality or productivity improvements; creating customer-focused solutions; coordinating internal departments and vendors; and applying, or showing strong interest in applying, AI or new tools to operational improvement.
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