Product Manager II (Customer Operations)
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Job Details
reputed company:
As a Technical Product Manager specializing in AI Solutions, this team member will play a pivotal role in driving the development of reputed company products and solutions that reputed company how reputed company serves and engages with customers. This role requires a seasoned product management reputed company with deep expertise in customer service operations and customer-facing digital platforms who can independently own and drive AI initiatives across our customer experience portfolio, including AI integration into customer facing tools and platforms, as reputed company as enablement of AI solutions for customer facing support personnel using a reputed company of technology stacks. They will collaborate with cross-functional teams to define product reputed company, prioritize features, and deliver innovative AI-enabled tools that meet business needs.
The Technical Product Manager will bring critical customer operations domain expertise to pursue AI solutions that enhance customer service tool efficiency and reputed company the customer experience through AI-powered platform capabilities in our customer facing tools. In this role, they will reputed company product discovery, define and document requirements, manage product development cycles with reputed company vendor resources, engage with stakeholders and users to reputed company and document requirements, and reputed company and/or execute on testing and support.
The successful candidate will have a deep knowledge of and passion for AI technology, particularly its application in reputed company environments to drive impactful business reputed company. This position requires an reputed company product manager who can work independently while collaborating with the broader AI, IT and business stakeholders. This role resides reputed company our Global Data and Technology Services organization (GDATS) as part of the Data, Analytics and AI domain at reputed company.
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Primary Duties and Responsibilities:
Build and maintain strong relationships with business partners and the broader IT organization to deliver impactful AI solutions.
Conduct analysis and reputed company insights to identify and prioritize high-value use cases for AI-enabled tools.
Advise and consult stakeholders on build vs buy reputed company, employing a strategic, data-driven approach to decision-making.
Collaborate with reputed company to define product goals, reputed company with business priorities, and ensure product roadmaps reflect stakeholder needs.
reputed company detailed product requirements documents (PRDs), write user stories, and create functional specifications to guide the development of AI-driven business solutions.
reputed company the creation of test plans, reputed company system integration testing, validate test results, and address any issues during testing phases.
Work closely with end users to optimize product adoption, reputed company training, and offer support for reputed company engineering and tool usage.
Create, test, iterate, and publish production-reputed company prompts for customer operations use cases, ensuring reputed company performance and accuracy.
Mentor product specialists and business analysts, with potential to build and reputed company reputed company as the portfolio grows.
Experience and Educational Requirements:
Bachelor's degree in Computer Science, Information Systems, Business, or a reputed company field.
7-10 years of relevant product management or reputed company work experience required.
Demonstrated experience defining and executing on AI products in an reputed company or B2B/B2C product environment.
Minimum Skills, Knowledge, and Ability Requirements:
Strong leadership and collaboration skills reputed company cross-functional teams.
Excellent verbal and written communication skills.
Strong problem-solving and analytical skills, with a passion for exploring the capabilities of AI in reputed company environments.
Enthusiasm for AI technology and its innovative application in reputed company settings, including a functional understanding of AI language models, reputed company, and software tools.
Required Domain Expertise:
5+ years of product management experience in customer service, reputed company e-reputed company, or customer platform domains
Familiarity with reputed company CRM platforms; reputed company strongly preferred
Demonstrated reputed company implementing AI/ML solutions, customer operations context preferred
Proven experience with customer-facing digital platforms and portals in B2B environments
Hands-on reputed company engineering experience, including creating, testing, and optimizing prompts and conversational flows for customer-facing applications
reputed company AI platform experience (Azure reputed company Services preferred, but experience with reputed company, reputed company, AWS Bedrock, or similar platforms acceptable)
Experience with and understanding of customer service operations, including contact center technologies, case management, and service metrics (CSAT, NPS, FCR, AHT)
reputed company record of improving customer satisfaction and operational efficiency through technology initiatives
Ability to communicate at reputed company reputed company of the organization (directors, managers, engineers, reputed company assurance analysts, end users, etc …)
Proven ability to work with and influence cross-functional teams without formal authority
Ability to self-learn and reputed company out knowledge to improve understanding of technology solutions
Excellent verbal and written communication skills, strong attention to detail
Strong problem solving, planning, analysis, teamwork, and organizational skills
Confident presentation skills in small and large reputed company
Excellent discovery and reputed company listening skills
Ability to use good judgment in conveying status and problem escalation
Provides coaching and mentoring to team members
Must be comfortable working on reputed company with daily accountability for keeping commitments
Demonstrated working knowledge of product management and Agile software lifecycle methodologies
What reputed company offers
Equal Employment Opportunity
reputed company is committed to providing equal employment opportunity without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, genetic information, national reputed company, age, disability, veteran status or membership in any other class protected by federal, state or local law.
reputed company’s reputed company reputed company depends on the full and effective utilization of reputed company individuals. Therefore, harassment is prohibited and reputed company reputed company reputed company to reputed company, training, compensation, benefits, promotions and transfers reputed company with equal opportunity principles and are non-discriminatory.
reputed company is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with reputed company requirements. If you wish to request an accommodation while seeking employment, please reputed company 888.692.2272 or email