AI CS PM

An international technology services company is seeking an AI Customer Service Project Manager to advance its live AI support platform and support its commercial rollout across Southeast Asia and North America. You will work with engineering, product, customer service and operations teams to turn business needs into actionable requirements, lead implementation and improve performance after launch.

What you’ll do (Responsibilities)

• Identify opportunities for AI and automation within customer service workflows, defining project objectives, scope, deliverables and success metrics.

• Translate business needs, user feedback and operational challenges into clear requirements, process flows and acceptance criteria.

• Work with engineering, product, customer service and operations teams to deliver prototypes, testing, implementation and production launches.

• Break projects into actionable tasks, establish timelines and milestones, and manage dependencies and resources.

• Manage scope changes and competing priorities, proactively addressing risks and delivery blockers.

• Lead cross-functional discussions, clarify ownership and ensure decisions translate into action.

• Coordinate testing and user acceptance to ensure solutions meet operational requirements.

• Monitor automation rates, response quality, handling time and human intervention to identify improvements.

• Maintain project documentation, operating guidelines and handover materials.

• Contribute to the platform’s external commercial rollout and future product development.

What you’ll bring (Requirements)

Essential

• 3+ years of experience in product management, project management or a related role, with the ability to independently manage delivery.

• Practical experience building, implementing or launching an AI customer service solution, with clear examples of your responsibilities and outcomes.

• Ability to translate ambiguous business problems into structured requirements, actionable plans and measurable acceptance criteria.

• Strong skills in task planning, scheduling, prioritisation, risk management and documentation.

• Effective communication with technical and non-technical stakeholders, including the ability to resolve conflicting priorities.

• A proactive approach to problem-solving and the ability to adapt to evolving requirements in a fast-paced environment.

Preferred

• Experience taking an AI customer service or automation solution from concept to launch, or turning an internal solution into a commercial offering.

• Familiarity with knowledge bases, retrieval-augmented generation (RAG), conversation flows, ticket classification, automated responses or human handoffs.

• Experience in customer service, customer success, operational improvement or enterprise system implementation.

• Understanding of API integrations or experience with automation tools such as n8n, Make or Zapier.

• A track record of demonstrating improvements in efficiency, cost or service quality through data.

• Experience working with international teams, multilingual products or overseas markets.

What sets this company apart (About the company)

• A live AI customer service platform: The company reports that approximately 75% of customer service interactions are currently automated, providing a practical foundation for further optimisation.

• An opportunity to shape commercial expansion: Help evolve an internally used platform into an external offering and contribute to future products.

• International operations: The company has approximately 100–200 employees across Taiwan, China and Singapore, serving markets including Southeast Asia and North America.

• Diverse business exposure: Its activities span advertising, consulting and AI customer service, with clients including the gaming sector.

• Close collaboration with decision-makers: Join an AI customer service team currently comprising two PMs and three engineers, working closely with technical and operational leaders.

• Compensation based on experience: The package is open for discussion based on your capabilities and the scope of the role.

• Taiwan office locations: Offices are located in Neihu, Taipei and Taoyuan. The specific work location and remote arrangements will be discussed during the interview process.

What’s next (Call to action)

Interested in taking ownership of AI customer service delivery and helping shape a growing product?

Please contact Annie Yang, Senior Recruitment Consultant at Robert Walters Taiwan, and include your CV so we can discuss your experience and the opportunity in more detail. If possible, briefly highlight an AI customer service project you have delivered, including your responsibilities and the results achieved.

📩 Email: annie.yang@robertwalters.com.tw
💬 LINE ID: beselfonly

The interview process is expected to include video interviews with the CTO and HR, followed by the Taiwan and Hong Kong CEOs. The exact interview arrangement will be confirmed during scheduling.