Sr. Product Manager, CX Insights
US-CO-Englewood
Attract-careers1
Req #: 93143
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: The Customer Experience Transformation (CXT) department is seeking a driven, analytically-minded Senior Product Manager to lead the evolution of our conversational analytics and customer insights platform. CXT's mission is to deliver a five-star care experience by leveraging AI to surface actionable insights from voice interactions at scale. In this role you will be responsible for the strategic oversight and continuous optimization of our conversational analytics platform. You will collaborate cross-functionally to identify and define business requirements, drive adoption of natural language processing (NLP) capabilities, and translate conversational data into measurable business outcomes. This role is critical in enabling the Voice of the Customer team to move beyond surveys, using actual conversations to identify emerging issues, trends, and sentiment across the customer journey. You will collaborate with both internal stakeholders and external partners, participating in roadmap planning, product reviews, and executive updates. Key Responsibilities: * Lead the design, deployment, and continuous enhancement of conversational analytics and NLP capabilities using Qualtrics, AWS, or similar platforms * Collaborate with business stakeholders to define analytical use cases, build data pipelines, and deliver actionable insights derived from voice interactions and other unstructured data sources * Architect and manage end-to-end workflows for processing, analyzing, and visualizing conversational data with a focus on sentiment, intent, and emerging themes * Partner with data science and engineering teams to train and refine machine learning models for speech-to-text, sentiment analysis, and topic classification * Own the administration and governance of NLP platforms, ensuring secure access, performance optimization, and data integrity * Develop scalable, cloud-native dashboards and reports to track trends, KPIs, and outcomes of customer interactions Qualifications: Education and Experience: * Bachelor's or Master's degree in Business Analytics, Data Science, or a related field * 5+ years of experience in product management, data analytics, or cloud-based platforms with a focus on conversational intelligence or NLP * 3+ years of experience implementing and managing cloud-based services and tools for speech analytics and natural language processing (NLP), including transcription, text analysis, and machine learning platforms Skills and Qualifications: * Proven experience with end-to-end conversational analytics workflows-from ingestion and processing to visualization and reporting * Experience developing and optimizing dashboards using various BI and data visualization tools to support business decision-making * Experience working with cross-functional teams to define business needs and translate conversational data into measurable outcomes 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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