Who WE are?

KAVAK is the number one e-commerce in the purchase and sale of pre-owned vehicles with the fastest growth in Latin America. We work smart and make things happen, offering the easiest, safest and most transparent experience to buy or sell a car.

But our journey doesn't stop there: at KAVAK our goal is global! Now our footprint extends to the vibrant GCC region as part of our expansion into the Middle East, in the pursuit of our one and only goal: to transform the automotive market around the world.

Today we have more than 130 Kavakees on the GCC team and growing, surrounding ourselves with the best talent to continue building the technology, processes, and products that make us the number one player in the pre-owned car market.

Your next Mission:

We are seeking a highly skilled and motivated Product Specialist based in Dubai to join our local team. This individual will collaborate closely with the local team on ground in GCC, and remotely with our Global Teams based out of Mexico to enhance contact center flows through advanced automation and AI-driven solutions. The ideal candidate should possess a strong background in Customer Support, Customer Experience, CRM, and CLM strategies, and demonstrate proficiency in English and Spanish (strongly desired).

What will you do:

Product Strategy & Roadmap

• Support in developing and executing product strategies and roadmaps focused on improving contact center operations.
• Identify opportunities for implementing AI, chatbots, and automation to enhance customer support and experience.

Customer Experience Enhancement

• Collaborate with cross-functional teams to design and optimize customer journeys within contact centers.
• Utilize data-driven insights to drive continuous improvement in customer experience and support processes.

Automation and AI Implementation

• Lead the integration and deployment of AI technologies, including large language models (LLMs) and chatbots, to streamline contact center workflows.
• Oversee the development and implementation of automation solutions to increase efficiency and reduce operational costs.

CRM and CLM Strategies

• Work closely with the CLM team to implement and manage CRM and CLM strategies to ensure effective customer relationship management and lifecycle management.
• Utilize advanced analytics to monitor and improve customer interactions and satisfaction levels.

Technical Proficiency

• Demonstrate expertise in using Genesys Cloud or Twilio Flex platforms for contact center management.
• Collaborate with technical teams to ensure seamless integration of automation tools and AI solutions.

Stakeholder Management

• Communicate effectively with senior management, stakeholders, and the recruitment team to align on product goals and objectives.
• Provide regular updates on product development progress, challenges, and opportunities.

What you will need:

Education and Experience

• Bachelor's degree in Computer Science, Engineering, or a related field. Advanced degree preferred.
• Minimum of 3 years of experience in product management, with a focus on customer support, CRM, and CLM strategies.
• Proven track record of implementing AI, chatbots, and automation in contact center environments would be a plus but not required.

Technical Skills

• Strong understanding of contact center platforms, particularly Genesys Cloud or Twilio Flex.
• Knowledge of AI technologies, LLMs, and automation tools.
• Command over SQL and Spreadsheet tools.

Language Proficiency

• Fluent in English and Spanish (strongly desired), with excellent written and verbal communication skills.

Additional Skills

• Strong analytical and problem-solving abilities.
• Excellent project management and organizational skills.
• Ability to work independently and collaboratively in a remote setting.

What we offer:

• Health Insurance
• Life Insurance
• 22 working days of holidays
• Flexible work environment: at KAVAK, we value your well-being. We understand the importance of work-life balance and offer a flexible work model, so you can pursue your passions outside of work.
• Preferential price for retail cars upon completion of probation period
• Diverse and inclusive company culture: our team that spans continents, cultures, and backgrounds. This diverse workforce brings together a wealth of ideas and experiences, enriching your professional journey.

If you are passionate about excellent execution, if you love challenges and being part of a mission-driven team, KAVAK is the place for you! Apply now!