Product Manager II, Conversational AI (IVR & Chat)
US-CO-Englewood
Attract-careers1
Req #: 97591
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: Candidates must be willing to participate in at least one in-person interview. You will solve the challenge of scaling high-quality customer service by driving the strategy and optimization of our Conversational AI platforms. By leading the development of generative AI agents across IVR and Chat channels, you bridge the gap between complex natural language technologies and seamless user experiences. Your work directly influences customer satisfaction and operational efficiency by transforming how millions of users interact with our automated services. What Success Looks Like (Objectives) * Establish a multi-year product roadmap for IVR and Chat platforms that prioritizes high-impact customer needs and aligns with enterprise transformation goals * Lead the deployment and iterative optimization of generative AI agents, ensuring dynamic, context-aware responses that increase self-service containment rates * Architect a data curation strategy in partnership with engineering to improve AI model accuracy and intent recognition through high-quality training datasets * Develop a robust performance dashboard to track and improve key indicators related to accuracy, containment, and efficiency across all conversational interfaces * Partner with legal, compliance, and UX teams to implement governance policies and journey maps that ensure safe, customer-centric automated interactions * Utilize advanced analytics and AI-driven testing methodologies to conduct A/B experiments, driving continuous improvements in dialogue flow effectiveness Qualifications: Core Skills and Competencies (What you'll bring) * Expert-level understanding of generative AI principles, natural language processing (NLP), and the technical architecture of conversational AI platforms * Specialized proficiency in prompt engineering and dialogue management to configure context-aware virtual assistants for both voice and text * Proven ability to define long-term product vision and translate complex business requirements into prioritized technical roadmaps for AI-powered solutions * Advanced capability in pulling and interpreting complex data sets from Snowflake, SQL, or Athena to inform data-driven product decisions * Professional expertise in user experience (UX) principles for conversational interfaces, including speech recognition and text-to-speech optimization * Strategic capacity for AI Innovation, applying emerging LLM capabilities and experimentation methodologies to solve intricate customer journey friction points * Critical Experience leading the full lifecycle of complex AI product launches, from initial conception and training data management to post-launch optimization Minimum Requirements * Bachelor's degree in Computer Science, Linguistics, Business, Marketing, or a related technical field * 2+ years of relevant experience in conversational AI product management * Hands-on experience with NLU/NLP platforms and generative AI agent configuration * Proficiency in SQL (Snowflake/Athena) for data extraction and analysis * Experience with IVR design or chatbot optimization Visa sponsorship not available for this role
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