Senior Product Manager

Job Requisition ID #

25WD90840

We are seeking an experienced Senior Product Manager to lead our AI-driven customer support initiatives. You will own the strategy, roadmap, and execution for AI products designed to improve the efficiency and effectiveness of our customer support channels. This is a high-impact role that will directly influence customer satisfaction, trust, and loyalty at a global scale.

Responsibilities:

• Define Product Roadmap: Create and champion a compelling, data-informed product strategy and roadmap for AI customer support solutions, such as conversational AI, intent recognition, and automated resolution.
• Translate Customer Needs: Gather and prioritize customer requirements from user research, data analysis, and market trends, translating them into actionable product specifications and user stories.
• Drive Execution: Lead the end-to-end product development lifecycle, from ideation and prototyping to launch and post-launch iteration. You will work in a fast-paced, agile environment and make data-driven decisions to deliver measurable value.
• Collaborate Cross-Functionally: Work closely with engineering, data science, UX design, and customer service teams to ensure alignment and seamless execution of the product vision.
• Optimize Performance: Define, track, and monitor key performance indicators (KPIs) and business metrics, using insights to drive continuous improvement of AI models and features.
• Ensure Ethical AI: Partner with legal and policy teams to ensure products are compliant with data privacy, security, and ethical AI principles. Mitigate risks and address potential biases in the AI systems.
• Evangelize the Product: Communicate the product vision, progress, and outcomes to internal and external stakeholders, including senior leadership and customers.

• A Bachelor's degree in a relevant technical field such as Computer Science or Engineering is required. An MBA or advanced degree is a plus.
• 5+ years of product management experience, with a proven track record of successfully launching and scaling AI/ML-powered products. Experience building conversational AI, automation, or bot products is a plus.
• A strong understanding of AI and ML technologies, including large language models (LLMs), natural language processing (NLP), and data workflows.
• Expertise in the customer support or customer experience domain is highly desirable.
• Proficient in data analysis, A/B testing, and using metrics to guide decision-making and measure success.
• Exceptional collaboration, communication, and influencing skills to align diverse teams and stakeholders.
• A deep appreciation for the customer experience and a passion for solving user problems.
• Ability to balance immediate business priorities with a long-term strategic vision for AI innovation.

• Experience with AI platform and tooling development.
• Familiarity with the challenges and nuances of scaling AI products.
• Experience in a B2B SaaS or enterprise software environment.