Product Manager, Conversational AI (IVR & Chat)
US-CO-Englewood
Attract-careers1
Req #: 93405
Type: Fulltime-Regular
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Overview: Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents. Responsibilities: Key Responsibilities: * Conversational AI Product Strategy & Roadmap: Define and own the product vision, strategy, and roadmap for our IVR and Chat conversational AI platforms. Identify opportunities, customer needs, and business value to prioritize features and initiatives * AI Chat & IVR Agent Design & Configuration: Lead the design, configuration, and ongoing management of generative AI agents for both chat and IVR channels. This includes expertise in intent recognition, entity extraction, dialogue flows, prompt engineering, and natural language generation for dynamic and context-aware responses * Training Data & Model Management: Collaborate closely with IT, vendors and engineering teams to identify, gather, curate, and manage high-quality training data for AI models across IVR and Chat. Oversee model performance and iterative improvements * Business Logic & Policy Definition: Partner with diverse stakeholders (e.g., operations, legal, compliance, marketing) to translate business requirements into precise rules, policies, and guidelines that govern the AI agent's responses and actions across voice and text channels * Performance Monitoring & Optimization (QA): Develop and implement robust quality management processes for conversational AI agents. Define and track key performance indicators related to accuracy, containment, customer satisfaction, and efficiency. Analyze user feedback and data to identify areas for continuous improvement and drive data-driven optimizations * Cross-functional Leadership & Collaboration: Act as the primary subject matter expert and central point of contact for all conversational AI initiatives (IVR and Chat). Foster strong relationships and alignment with engineering, UX/UI, operations, analytics, and business teams to ensure successful product development, launch, and adoption * Feature Approval & Launch Management: Facilitate the review, approval, and successful deployment of new conversational AI functionalities and content, ensuring compliance with internal standards and external regulations across both IVR and chat interfaces * Documentation & Knowledge Management: Maintain comprehensive product documentation, including feature specifications, dialogue flows, business rules, training data principles, and operational procedures for all conversational AI solutions Qualifications: Education and Experience: * Bachelor's degree in Computer Science, Linguistics, Business, Marketing, or a related technical field, OR two years of relevant experience in conversational AI product management * Experience with IVR design and optimization, including speech recognition and text-to-speech technologies * Experience with A/B testing and experimentation methodologies for AI systems * Prior experience in quality assurance or testing methodologies specifically for AI and conversational systems * Deep understanding and hands-on experience with generative AI principles, natural language processing (NLP), natural language understanding (NLU), and conversational AI platforms * Demonstrated experience in configuring, training, and optimizing AI chatbots or virtual assistants, with a strong emphasis on prompt engineering * Experience in managing project timelines and delivering solutions in an agile environment Skills and Qualifications: * Understanding of customer journey mapping and user experience (UX) principles for conversational interfaces * Excellent cross-functional collaboration and communication skills, with the ability to articulate complex concepts to both technical and non-technical audiences * Strong analytical mindset with the ability to gather requirements, define business rules, interpret complex data, and drive data-driven product decisions * Exceptional attention to detail and a commitment to delivering high-quality, customer-centric solutions * Proven ability to define product vision, strategy, and roadmaps from conception to launch for complex AI products Visa sponsorship not available for this role Candidates must be willing to participate in at least one in-person on-site interview.
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