Location: Kuala Lumpur, Malaysia

Team: Product Department

Role: Product Manager (AI)

Mode: Full-time role

About Respond.io

Founded in Hong Kong in early 2017, respond.io is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email — all in one place.

Trusted by businesses in over 127 countries and recognized by G2 and SME100, respond.io enables fast-growing companies around the world to capture, convert, and retain customers at scale.

We operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture. Join us, and be part of a team that is shaping the future of customer conversation management!

Our Culture

At respond.io, we move fast, work smart, and always keep our customers at the heart of what we do. Here’s what we stand for:

• Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value!
• The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast.
• 100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first.
• Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward!
• Own It and Support Each Other: We step up, help out, and drive outcomes—together.
• Build Human Connections: Work is better when we trust, care, and celebrate wins together. We’re a team!

Role Description

As a Product Manager, you’ll own the end-to-end development and success of key respond.io product experiences; from requirement discovery and scoping, to stakeholder alignment, to delivery, and finally go-to-market (GTM) execution and adoption.

This role covers both AI and non-AI initiatives, including Copilot (our in-app AI Assistant) as well as major platform areas like Lifecycle, Workflows, Inbox to name a few. You’ll own the successful delivery of features and ship meaningful product improvements that drive retention, conversion, and customer success.

Responsibilities

• Own end-to-end product delivery across respond.io — from problem discovery, requirements scoping, PRD writings, to execution, launch, and post-launch iteration — across areas like AI features, Lifecycle, Workflows, Inbox, onboarding/setup, and reporting.
• Scope and shape requirements by translating customer needs, commercial priorities, and platform strategy into clear problem statements, success criteria, and well-sequenced delivery plans.
• Drive stakeholder alignment and decision-making: align departments such as Engineering, Design, Support, Sales, Customer, and Marketing on priorities, trade-offs, timelines, and expected outcomes.
• Define product success metrics across initiatives (activation, adoption, retention uplift, conversion impact, success rates, time-to-value, etc.), and use data to guide prioritization and iteration.
• Lead execution with high delivery quality: partner closely with QA, Engineering and Design to break down work, unblock teams, validate solutions, and ship improvements with speed and confidence.
• Own GTM planning and enablement for shipped features: coordinate release readiness, internal training, documentation, announcements, rollout strategy, and feedback capture — ensuring launches translate into real adoption.
• Drive AI product quality and trustworthiness for AI-related features: work with AI/engineering to improve accuracy, helpfulness, safety guardrails, and user experience consistency; define evaluation approaches and iterate based on results.
• Run continuous experimentations and iterations (AI prompt/flow iterations, automation enhancements, adoption campaigns) and share learnings to scale impact across the platform.
• Close the loop relentlessly: turn customer feedback, support tickets, sales insights, and usage data into clear product decisions, and keep the team anchored on outcomes, not output.

Qualifications

• 4+ years of experience as a Product Manager (or equivalent) in a SaaS or fast-growing tech company, with hands-on AI tooling experience.
• Good understanding of product management practices, including product discovery, prioritization, and software development processes.
• Customer-focused and data-driven mindset, with the ability to gather and use customer insights and data to improve products.
• Basic technical knowledge of how software products are built, allowing smooth collaboration with engineering teams.
• Strong stakeholder management skills, working effectively with teams across Tech, Marketing, and Operations.
• Excellent command of English with strong communication skills. Able to convey complex ideas clearly and concisely in both writing and speech.
• Ability to research markets and competitors, identifying trends and opportunities for the business.
• Problem-solver with an analytical approach, able to make informed decisions and adapt in a fast-moving environment.

Here's what's in for you

• You will become part of an amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
• You will grow more here than you would anywhere else, that is a promise.
• Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
• We offer a highly competitive compensation package.
• You'll receive a mental health allowance to support your health and wellness needs.
• Flexible working environment and working hours that fit your lifestyle, wherever you're based.