Senior Product Manager [CareTech]

About The Role

GoTo is seeking a Senior Product Manager to drive the evolution of our customer-facing help experience across Gojek and GoPay. In this role, you will own the end-to-end journey for how millions of customers, drivers, and merchants find answers, resolve issues, and engage with GoTo’s support ecosystem.

This is a highly impactful role requiring a blend of customer empathy, data-driven decision-making, and product innovation. Within your first six months, you will lead efforts to revamp self-service experiences, optimize help center content, and introduce AI-powered automation to proactively resolve customer pain points. You will partner closely with design, engineering, data, and operations teams to deliver seamless, scalable solutions that reduce dependency on live agents while enhancing customer satisfaction across our diverse user base.

What You Will Do

• Own and enhance the end-to-end help experience for customers, drivers, and merchants across GoTo’s ecosystem.
• Define and execute a clear product roadmap for self-service and automated support solutions, including help centers, chatbots, and AI-driven resolutions.
• Collaborate with UX designers and researchers to design intuitive, accessible, and effective help surfaces for all user segments.
• Work with engineering and data science teams to leverage automation and machine learning for proactive issue detection and resolution.
• Analyze customer journey data to identify friction points, optimize help flows, and track success through key customer support metrics.
• Partner with CareTech product teams, operations, and customer service teams to align support solutions with GoTo’s broader customer experience strategy.
• Develop and run A/B tests to continuously improve discoverability, resolution rates, and customer satisfaction.
• Stay informed on emerging technologies and best practices in customer support and automation to keep GoTo’s help experiences at the forefront of innovation.

What You Will Need

• Minimum 6 years of product management experience, ideally within customer support, self-service platforms, or automation-first products.
• Strong UX sensibility and a customer-first mindset, with the ability to balance user needs and business goals effectively.
• Experience working with AI, chatbots, or automation technologies is a strong plus.
• Data-driven approach—comfortable analyzing metrics, running experiments, and using insights to inform product decisions.
• Exceptional collaboration and communication skills, with a track record of working cross-functionally with engineering, design, data, and operations teams.
• Ability to navigate ambiguity, take ownership, and drive outcomes in a fast-paced, evolving environment.
• Passion for improving customer experiences through thoughtful, scalable product solutions.
• SQL proficiency or familiarity with analytics tools is a plus.

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.