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Platform Product Manager (for Customer Care Platforms)
Full-time
At Maya, they're building a unified customer care platform that powers how they support millions of users across consumer and enterprise products. They are looking for a Platform Product Manager (IC5) to lead the design and evolution of their Customer Care Platform and Customer Care Gateway, the backbone that enables support agents (and AI systems) to resolve customer issues quickly, accurately, and at scale. The role sits at the intersection of platform architecture, support operations, and agent experience.
What You'll Do
Define and own the roadmap for the agent-facing care platform and Customer Care Gateway
Build a unified interface connecting customer context, transactions, account data, and support actions
Improve end-to-end support workflows (triage, routing, escalation, resolution)
Define standards, patterns, and APIs that allow product teams to plug into the care platform
Work closely with AI product teams to ensure the platform supports automation and intelligent interactions
What We're Looking For
7+ years overall, 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 with technical concepts (API design, system architecture)
Experience in FinTech, financial services, or payments is a strong advantage
