At Maya, we're building a unified customer care platform that powers how we support millions of users across consumer and enterprise products.
We're looking for a Platform Product Manager (IC5) to lead the design and evolution of our Customer Care Platform and Customer Care Gateway—the backbone that enables our support agents (and AI systems) to resolve customer issues quickly, accurately, and at scale.
This role sits at the intersection of platform architecture, support operations, and agent experience. If you're passionate about building internal tools, scaling operational systems, and improving real-world customer outcomes—this is for you.
WHAT YOU'LL DO
Own and drive the platform strategy
- Define and own the roadmap for Maya's agent-facing care platform and Customer Care Gateway
- Build a unified interface that connects customer context, transactions, account data, and support actions across all products
Design for agent efficiency and scale
- Improve end-to-end support workflows (triage, routing, escalation, resolution)
- Enable faster resolution by reducing handle time, minimizing context switching, and surfacing the right data at the right time
- Ensure every product launches with support-readiness on a shared platform
Build a scalable platform foundation
- Define standards, patterns, and APIs that allow product teams to plug into the care platform
- Guide domain teams in building support capabilities without compromising consistency or quality
Work cross-functionally
- Partner with Customer Service Group (CSG) to ground decisions in real agent workflows
- Collaborate with Engineering, Design, Compliance, and Analytics to deliver end-to-end solutions
- Work closely with AI product teams to ensure the platform supports automation and intelligent interactions
Use data to continuously improve
- Leverage support metrics and agent feedback to prioritize enhancements
- Identify inefficiencies and opportunities to streamline or consolidate tools across the support ecosystem
Drive execution
- Define success metrics, testing strategies, and rollout plans
- Monitor performance and ensure delivered features meet usability, quality, and compliance standards
WHAT WERE LOOKING FOR
- 7+ years of overall experience, with 3–4+ years in Product Management
- Strong experience building platforms, internal tools, APIs, or support systems at scale
- Deep understanding of customer support operations (ticketing, SLAs, routing, knowledge management)
- Comfortable working with technical concepts (API design, system architecture)
- Strong stakeholder management and ability to work across product, engineering, operations, and compliance
- Data-driven mindset with experience translating insights into product decisions
- Experience in FinTech, financial services, or payments is a strong advantage
WHAT SUCCESS LOOKS LIKE
- Higher CSAT across agent-handled interactions
- Improved first-contact resolution rates
- Increased agent productivity and faster time to resolution
- Expanded platform coverage across all Maya products
- Faster support readiness for new launches
Why join Maya
You'll play a critical role in shaping how Maya delivers customer support—building the systems that power every interaction behind the scenes. This is an opportunity to work on high-impact platform products, scale operations with AI, and improve experiences for both customers and agents.
