**THE ROLE**We are looking for a Product Manager who will own the Lead Service as a product. The primary role is to understand and address customer needs to enhance the value of the product, develop product strategies/roadmap, and own the product life cycle. We operate a range of services to support our customers in running an eCommerce store and selling on the Amazon marketplace. One of our core products is the Lead Service which provides information on where to find a product that Amazon Sellers can buy low, to resell high, for a profit on the Amazon marketplace. The main objective of the Lead Service is to support our clients in selling on the Amazon marketplace. As the Product Manager of the Lead Service, you will represent the customer in the development/ enhancement of the product/service by gathering information on customer needs and translating these data into product requirements for the developers to build. Currently, the Lead Service is available in two Amazon marketplaces, the UK, and the USA. Both teams have a total of 20 product researchers or virtual assistants (VA) and 3 Team Leaders who run the day-to-day operations. The main goal of the Team Leaders is to ensure that we have enough quality deals for customers to purchase. There are ongoing system migration projects that are intended to improve the user experience of the clients who are subscribed to the Lead Service. The target date to accomplish this project is by the third quarter of this year. At the same time, the deal entry system which is an in-house developed tool/ software used by the entire Lead Service Team to manage and organize their deals is also undergoing a major revamp which we hope to launch by the 2nd quarter of this year. When both systems are in place, we are expecting to increase the customer count due to the improved user experience and at the same time improve the efficiency of the Lead Service Team because of the new deal entry system. We expect to double the Team's headcount to serve the demand of the increasing customer count.The duties and responsibilities include, but are not limited to:KEY RESULT AREA #1: Product Strategy- Design and implement product strategy for the Leads Service (Currently for UK & US marketplace but will eventually branch out into other marketplaces).- Define the goals of the product to be able to come up with a product road map in support of the organization's vision & mission- Conduct 10-20 customer interviews monthly to develop the product road map that will answer questions like - what is the next product enhancement and why? What value-added feature should be prioritized? Pricing? Positioning?KEY RESULT AREA #2: Product Development- Identify the opportunities to improve the productMonitor the market Review the current trends, collect, and analyze data on how the customers are using the product, NPS, Forums, Facebook conversations of customers, and other forms of customer feedback- Develop competitive analyses- Define product enhancement requirements to be used as a reference by the Development Team- Execute new feature/product enhancement by conducting market testing prior to launch and plan the timelines of release- Monitor Product Results to measure the success of new product feature/enhancement launches- Work with Marketing Team to develop awareness, customer communication, promotion, training, or cascade plan for internal employees, etc.KEY RESULT AREA #3: User Engagement- Grow the user engagement by measuring and tracking product usage- Track product performance based on key performance indicators including product revenue, margin, market share, customer feedback, and other indicators identified.- Provide regular and ongoing reporting for management-level operational reviewsKEY RESULT AREA #4: Product Satisfaction- Analyze product challenges and opportunities- Maintain an NPS score of 80% monthly by gathering information to answer questions like - Are customers happy with the overall experience with the product? Are they likely to recommend our product? How many dislikes the product? How can we improve the overall product experience and the connected processes?- Gather information on why customers are dropping off by answering questions like - Is it a new competitor? Is it a pricing issue? Is it a customer communications/expectation issue/ misunderstanding/onboarding issue? Is it a user experience issue? Is it the quality of the deals? Is it a support issue? Is it just seasonal? How can we remedy the situation?**THE REQUIRED COMPETENCIES**- Bachelor's Degree in Product Management, Marketing, Advertising, Business or Engineering, from a reputable university (or any-related course)- At least 5 years of substantial work experience in product management and leadership positions- Preferably from a service-based background or e-service background**TECHNICAL KNOW-HOW**- Solid experience in Marketing, product development and product management- E
