Product Manager – Conversational Channels Specialist

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🕒 June 23

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Riachuelo

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1947

🛒 Retail

👗 Fashion

🛍️ eCommerce

Retail • Fashion • eCommerce

Riachuelo is a prominent retail company specializing in a wide range of fashion apparel, footwear, accessories, and home goods. With an extensive selection for men, women, and children, Riachuelo offers everything from casual wear to formal attire, including seasonal collections. Additionally, they are known for their commitment to sustainability and customer engagement through various programs and promotions.

📋 Description

• Lead the strategy, design and evolution of conversational interface channels (Voice and Chat), using automation to optimize the purchase and post-sale journeys in e‑commerce, balancing operational efficiency (cost reduction) with excellence in customer experience (CSAT/NPS) and Artificial Intelligence. • Conversational Product Management (End-to-End): Responsible for the full lifecycle of WhatsApp bots and IVR voice flows, from discovery through delivery and monitoring. • Experience Design and Architecture: Create information architecture to ensure channel navigation is logical and efficient. • Flow and Interface Prototyping: Prototype conversational flows and interfaces using Figma to support UX validation with stakeholders. • Technical Configuration and Orchestration: Hands-on work in Genesys Cloud for voice flow design (Architect), business rules configuration, contact queue setup and digital channel integration. • Functional Design and Integrations: Prepare technical documentation (functional designs) for integrating conversational channels with the e‑commerce ecosystem (order APIs, tracking, CRM and payment gateways). • Artificial Intelligence and Curation: Implement and refine Conversational AI models (cognitive IVR, virtual assistants), ensuring the technology understands customer intents and reduces the need for human intervention. • Active and Inbound Channel Strategy: • Active: Support the operationalization of communication cadences for conversion. • Inbound: Optimize self‑service flows for support and FAQs.

🎯 Requirements

• Bachelor’s degree or higher. • CX Platforms: Advanced experience with Genesys Cloud (Voice and Digital). • Design Tools: Proficiency with Figma for journey mapping and prototyping. • AI and Data: Understanding of Conversational AI logic and data analysis. • System Architecture: Ability to create functional designs and understand API-based integrations. • Agile Methodologies: Experience working with engineering teams using Scrum or Kanban.

🏖️ Benefits

• Medical insurance • Dental insurance • Meal or food allowance • Telemedicine • Gympass • Sesc partnership • Home office allowance • Profit Sharing (PLR) • Private pension plan • Group life insurance • Pharmacy discounts • Educational partnerships • Online learning platform • Discounts at Riachuelo