Product Manager

Job Description

A results-driven Product Manager with 3-5 years of experience to own and drive the success of our Digital Marketplace portal. This role is pivotal in bridging the gap between the market, our customers, and our engineering teams. The ideal candidate will be responsible for briefing solutions, acting as a key point of contact for customer enquiries, and using data-driven insights to ensure the long-term stability and satisfaction of our subscriber base.

Key Responsibilities

1. Product Strategy & Solution Briefing:

· Develop and maintain a clear product roadmap and detailed product requirements that align with business goals.

· Clearly articulate and brief product solutions to cross-functional teams, including Engineering, Design, Marketing, and Sales.

2. Customer Engagement & Enquiry Support:

· Serve as a primary point of contact for high-priority customer enquiries, working closely with Sales and Customer Success teams.

· Gather and synthesize customer feedback, market research, and competitive analysis to inform product decisions.

· Conduct customer interviews and usability tests to gain deep insights into user needs and pain points.

· Represent the voice of the customer throughout the product development lifecycle.

3. Product Performance & Issue Management:

· Proactively work to minimize solution issues encountered by subscribers by advocating for quality, stability, and a superior user experience.

· Collaborate with Engineering and QA teams to identify, triage, and prioritize bug fixes and performance improvements.

· Take ownership of product health monitoring by preparing and presenting a comprehensive bi-weekly report. This report will track key metrics including:

o Subscriber onboarding and offboarding statistics.

o Volume and categorization of issues encountered.

o Average resolution time for support tickets.

o Key trends in customer feedback and product usage.

· Use these insights to drive long-term product improvements and reduce subscriber churn.

4. Cross-Functional Collaboration & Reporting:

· Work closely with engineering teams in an Agile/Scrum environment to ensure timely and high-quality product delivery.

· Partner with Marketing to develop effective go-to-market strategies, sales enablement materials, and customer communications.

· Support the Sales and Customer Success teams with expert product knowledge and training.

· Communicate product performance and health clearly to stakeholders and leadership through regular bi-weekly reporting.

Qualifications & Experience

· Bachelor's degree in business, Computer Science, or a related field.

· 3-5 years of experience in a Product Manager role, or similar (e.g., Product Owner, Technical PM).

· A proven track record of managing all aspects of a successful product throughout its lifecycle.

· Demonstrated experience in gathering and translating customer needs into clear, actionable product requirements and solution briefs.

· Solid experience in supporting customer-facing teams and directly handling complex customer enquiries.

· Experience in data analysis and reporting, with the ability to translate raw data into actionable insights and compelling narratives.

· Experience in working with engineering teams to diagnose, prioritize, and resolve product issues to improve subscriber experience.

· Strong technical acumen with the ability to understand and discuss software architecture, APIs, and technical trade-offs.

Skills & Competencies

· Exceptional Communication & Reporting: Excellent written and verbal communication skills, with the ability to brief solutions and present data-driven reports effectively to both technical and non-technical audiences.

· Customer-Obsessed: A deep empathy for customers and a commitment to delivering fantastic user experience.

· Analytical & Data-Driven: Strong analytical and problem-solving skills, with proficiency in data analysis tools (e.g., Excel, SQL, Looker, etc.) to drive decisions.

· Proactive & Hands-On: A self-starter who takes initiative and is not afraid to dive into the details to understand and solve problems.

· Collaborative Team Player: Ability to build strong relationships and influence cross-functional teams without formal authority.

· Highly Organized: Strong project management skills and the ability to manage multiple priorities, including regular reporting cycles, in a fast-paced environment.

Job Types: Full-time, Permanent

Pay: RM6, RM10,780.66 per month

Ability to commute/relocate:

• Kuching (Kuching, Kuching): Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Product Manager role, or similar: 3 years (Required)

Work Location: In person