Lalamove

3 days ago

Product Manager, Customer Service Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Own and improve customer service tooling and outcomes, from resolution quality and speed to agent efficiency. Run continuous discovery with agents and ops leads to turn pain points into prioritized opportunities, using data and research to shape product strategy. Partner with design, engineering, and data teams to validate usability before scaling, align internal tools strategy with regional operations, and communicate results to leadership.

Location: Hong Kong

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own outcomes for customer service (CS) tooling, including resolution quality and speed and agent efficiency.
•Run continuous discovery with agents and ops leads to turn pain into prioritized opportunities.
•Use data and research to understand and create business strategy and direction.
•Collaborate with design and engineering to validate value and usability before scaling delivery.
•Frame strategy, plans, and results to leadership in terms of business outcomes and drive full-stack product development.

Key Requirements

•4+ years PM experience shipping internal tools and/or customer service/contact-center products used daily by operators.
•Demonstrated, measurable impact on agent or ops workflows (not only consumer apps).
•Strong product discovery skills in ambiguous, process-heavy domains.
•Business and technical fluency with analytical strength; able to discuss both architecture and operational efficiency.
•Fluency in English and Chinese (Cantonese or Mandarin).

Experience:4+ years

Skills:Product discoveryAnalytical thinkingCross-functional collaborationCommunicationEntrepreneurial drive

Languages:EnglishChineseCantoneseMandarin

Company Brief

Lalamove

On-demand logistics platform providing same-day delivery, courier, and freight services for individuals and businesses across urban centers, connecting drivers with customers via a mobile and web app.

Industry: Last Mile Delivery

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Hong Kong, Hong Kong

Founded: 2013

Website LinkedIn

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Lalamove

3 days ago

Product Manager, Customer Service Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Hong Kong

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own outcomes for customer service (CS) tooling, including resolution quality and speed and agent efficiency.
•Run continuous discovery with agents and ops leads to turn pain into prioritized opportunities.
•Use data and research to understand and create business strategy and direction.
•Collaborate with design and engineering to validate value and usability before scaling delivery.
•Frame strategy, plans, and results to leadership in terms of business outcomes and drive full-stack product development.

Key Requirements

•4+ years PM experience shipping internal tools and/or customer service/contact-center products used daily by operators.
•Demonstrated, measurable impact on agent or ops workflows (not only consumer apps).
•Strong product discovery skills in ambiguous, process-heavy domains.
•Business and technical fluency with analytical strength; able to discuss both architecture and operational efficiency.
•Fluency in English and Chinese (Cantonese or Mandarin).

Experience:4+ years

Skills:Product discoveryAnalytical thinkingCross-functional collaborationCommunicationEntrepreneurial drive

Languages:EnglishChineseCantoneseMandarin

Company Brief

Lalamove

Industry: Last Mile Delivery

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Hong Kong, Hong Kong

Founded: 2013

Website LinkedIn