Hurb.comGroup Product Manager
May. 2020 - Feb. 2022Rio de Janeiro, BrazilI overseed the work of 2 different tribes: CX and Payments. Which were composed of 6 different product squads: Operations, Customer Success, Revenue Optimization, Checkout, Finance and SAP. Each of them with a dedicated PM reporting to me. As their leader I helped them by providing guidance towards the current company goals, sharing the necessary strategic business context so that they make the best possible decisions and coaching them so they develop as better product managers and business leaders. Together we were able to drive great business results, here are some of the major ones: - Built and deployed a support chatbot that was able to contain 50% of all support intents, with CSAT above 60% (which is higher than what other benchmarks show. People usually hate talk to robots, we had a different experience);
- Streamlined various post-purchase client actions (such as cancellations, re-scheduling, refunds, and more), which empowered clients to solve their own problems using their account dashboard. This automations along with the chatbot deployment decreased the need for clients to open a support ticket by more than 50%, which meant that for the first time sales growth broke correlation with CS headcount growth;
- Increased the efficiency of our travel operations platform by more than 800%, allowing us to operate much more passengers with 8x fewer operators and 8x quicker than before;
- Added new payment options such as One Click and Pix (popular brazilian debit payment system). This increased conversion rate by an average of ~3% in all products and ~10%. in hotel and experiences reservations using previously saved CCs.