Direct message the job poster from Keeta Responsibilities Lead the planning, design, and iteration of self-service and intelligent customer support features (chatbot, FAQ, IVR) across consumer, merchant, and rider apps. Build core capabilities such as natural language understanding (NLU), intent recognition, and contextual scenario recommendations to improve self-service resolution rates and escalation accuracy to human agents. Collaborate with NLP and algorithm teams to develop training data framework and design a performance evaluation loop (e.g., intent accuracy, first contact resolution, CSAT). Track intelligent customer service strategies (e.g., multi-turn dialogue, intent mining) and propose differentiated optimizations. Qualifications 3–8 years of product experience, with at least 1 year owning self-service or smart customer service for consumer, merchant, and rider sides at a food delivery or local services company. Familiar with NLP fundamentals, knowledge graphs, and dialogue management frameworks; Able to collaborate with algorithm engineers to define model objectives. Strong data-driven mindset; proficient in SQL, Looker, Tableau to analyze self-service resolution rates and user satisfaction. Excellent communication and execution skills, able to coordinate effectively across algorithm, customer support operations, and QA teams to drive successful implementation. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Product Management Industries Internet Marketplace Platforms Referrals increase your chances of interviewing at Keeta by 2x Manager, Product Management LAC-R-245365 We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr