Associate Product Manager (all genders) in Amsterdam

ppbTHIS IS US /bbr/Dott is the European champion of shared micromobility. Created through the merger of operators TIER and Dott in March 2024, the company decided to move forward under the single app and brand Dott. With the mission of moving us closer, Dott facilitates easy urban travel, reduces pollution in cities, and decreases reliance on cars. Today, Dott deploys 200,000 shared vehicles in 400 cities and 20 countries across Europe and the Middle East. The 12 million users have generated over 500 million rides so far. The team is led by CEO Maxim Romain and Executive Chairman Henri Moissinac. For more information, visit /p h3THE ROLE AND YOUR IMPACT AT DOTT /h3 pWe’re looking for someone for 6 months, with the possibility of extension to 12 (this is a maternity leave replacement). We are working in hybrid model (3 days/week in the office - Amsterdam) /p pThis is a hands-on, build-focused role. You will own the design, construction and continuous improvement of the conversational flows inside our chatbot including the intents, dialogue paths, actions, fallbacks and handoffs that turn a rider's message into a resolution. The north star for this is simple: more riders getting the right answer inside the bot, without hurting the experience. /p h3YOU WILL /h3 ul liBuild and maintain conversational flows in our chatbot platform (Ada/Dottie): map rider intents, design the dialogue paths, wire up actions and integrations, and write clear, on-brand bot copy for each step of the journey. /li liDesign robust fallback and escalation logic so that when the bot can't help, it fails gracefully, asking a clarifying question, guiding the rider to the next best step, or handing off cleanly to a human agent /li liTurn support demand into flows. Analyse the top rider contact reasons, spot the queries the bot should be handling but isn't, and prioritise which new flows to build based on volume, resolution potential and rider impact. /li liInstrument and measure everything you build. Own the metrics for your flows - containment rate, deflection, self-serve resolution, CSAT, and handoff quality and run a continuous test-improve-ship loop rather than a one-off launch. /li liRun experiments. Set up and read A/B tests on flows, prompts and playbooks; decide which variant wins and why; and make the business-aware call when a metric trade-off (e.g. containment vs. CSAT) is actually the right one. /li liKeep the bot honest and safe. Partner with Trust Safety and Knowledge to make sure flows reflect current policy, route sensitive cases correctly, and never give riders wrong or risky guidance. /li liKeep knowledge in sync. Work with LD/Knowledge so the content the bot draws on stays accurate as processes change, and with Ops Tooling so flows connect correctly to the systems behind them. /li liClose the loop with humans. Sit close to the agent experience, review real transcripts, gather agent feedback, and feed what you learn back into better flows and cleaner handoffs. /li /ul h3YOU’LL FIT GREAT WITH THESE SKILLS AND QUALIFICATIONS /h3 h3What You’ll Bring /h3 ul li1-3 years in an associate PM, product operations, conversation design, support-tooling, or analytics role with hands on experience in shipping initiatives /li liA builder's instinct: comfortable working directly inside a no-code/low-code tool (chatbot builder, automation platform, or similar) to construct logic yourself rather than handing it off. /li liStrong structured thinking: You can take a messy support problem and break it into intents, branches and edge cases without getting lost. /li liClear, concise writing. You can write bot copy that is warm, on-brand and unambiguous, and edit ruthlessly. /li liData fluency: Writing SQL queries to perform analysis, comfortable reading funnels and dashboards, defining a metric, and using numbers to decide what to build next /li liGenuine customer empathy and a bias toward the rider's experience /li liExcellent cross-functional communication: you'll work daily across CS, Ops, Product and an outsourced agent team. /li /ul h3Nice To Have /h3 ul liDirect experience with conversational AI / chatbot platforms (Ada, Intercom Fin, Voiceflow, Dialogflow, Rasa, Decagon, or similar). /li liFamiliarity with customer support tooling (Dixa, Zendesk, Retool) and support metrics (containment, deflection, CSAT, AHT). /li liExposure to LLM-based agents and prompt design. /li liMarketplace, mobility, or on-demand experience. /li /ul h3THIS MAY INSPIRE YOU (ALWAYS DOUBLE-CHECK) /h3 ul liHybrid work: 3 days in the office in Amsterdam, 2 days from home /li liOur one-time home office bonus upon your start to create your ideal home office setup we /li liOur annual learning development budget /li liOur rides program with availability to opt in and opt out to ride our e-scooters e-bikes /li liOur partnership for mental health at work, with free 1-on-1 video counselling, self-guided development, and more /li liOur sabbatical program /li liOur flexible hours and 1-month remote working option /li liOur diversity and inclusivity initiatives and programs /li liOur public holiday swap, with which you can switch two public holidays to another day /li liOur voluntary day off for charity work /li libenefits may vary depending on country and position /li /ul pWe actively encourage a diverse and inclusive environment that fosters each employee’s individuality at Dott. We take affirmative action to ensure equal opportunity for your application, regardless of your nationality, ethnic or national origin, skin color, religion, disability, sex, sexual orientation, or gender identity. Come as you are and join our ride! /p pIn case you are living with disabilities, chronic illness, or neurodiversity, please inform us, so we can ensure a smooth application process. /p pAt Dott, we respect fundamental privacy rights. We process your personal data in accordance with the requirements of the General Data Protection Regulation ("GDPR"). For a clear explanation of how we handle and process your personal data, please read our Candidate Privacy Statement. /p /p #J-18808-Ljbffr