Group Product Manager [CareTech]

About The Role

Goto is seeking an entrepreneurial product leader to drive the next stage of our CareTech solutions. As our Group Product Manager, you'll play a critical role in enhancing our customer support experience by obsessing over customer satisfaction and ensuring high-quality service at every touchpoint.

This role focuses on defining and executing a product strategy that leverages cutting-edge technologies, such as generative AI, to improve customer experience, reduce response times, and lower the cost of service. You will be responsible for defining the long-term vision and driving significant improvements in support efficiency and customer satisfaction. You will collaborate closely with cross-functional leads across Engineering, Design, Data, and Business to craft a comprehensive roadmap that positions CareTech as a leader in customer support innovation.

What You Will Do

• Lead CareTech strategy and products, partnering with engineering, design, and other teams to launch major features and product improvements.
• Define and drive a product roadmap in collaboration with stakeholders from engineering, design, research, and operations, working closely with strategy and planning teams to build a world-class customer support product.
• Collaborate closely with Transport, Food, Logistics, Payments and Lending product teams to leverage CareTech solutions across Consumer, Driver and Merchant apps to provide a world-class user support experience.
• Seek product ideas and feedback, gather requirements, write specs, create wireframes and workflows, and demo them early and often.
• Establish synergies with teams across Goto ecosystem, including data science, business intelligence, growth, and various product groups, to drive innovation.
• Execute with precision—put ideas on paper, get hands dirty, and ensure timely launch of products and features that elevate customer support.
• Understand the diversity of customer needs and conceptualize configurable and adaptable solutions to meet various scenarios.
• Leverage data insights to identify key problem statements and target segments, adopting an experimentation-driven approach to product development.

What You Will Need

• At least 8 years of product management experience.
• Data-driven skill: When making decisions, you leverage technical resources and data to support hypotheses. You are skilled at SQL and understand basic statistics, but you also know when to step back from the rabbit hole of ‘too many metrics’. Past background as data analyst or engineer is a plus.
• Strong communication skills, the ability to summarize complex and technical topics to a wide range of audiences. Must be skilled at working with a wide variety of stakeholders.
• You are a self-starter, you love to understand systems inside out, and you make it your mission to deliver quality products.
• Ability to excel in a constantly changing and rapidly growing workplace.

About the Team

At GoTo, the CareTech Product Team plays a critical role in shaping how we care for our customers, drivers, and merchants. We’re a passionate group of product managers, designers, data experts, and engineers working together to transform how users get the help they need — quickly, seamlessly, and proactively. Our mission is to redefine what great support looks like in a super app ecosystem that serves millions daily. Whether it’s building intuitive self-service channels, leveraging AI for smarter automation, or crafting human-centered support journeys, we obsess over reducing friction while strengthening trust.

As part of this team, you’ll be at the center of a fast-paced, high-impact environment, where customer empathy, innovation, and data-driven decisions guide everything we do. We believe that every interaction—even when something goes wrong—is an opportunity to create a positive, lasting impression. If you’re excited to tackle complex problems at scale and shape the future of customer experience for one of Southeast Asia’s largest tech ecosystems, this is the place for you.