About the Role
You will own the product strategy and end to end delivery for chat and voice based customer support surfaces including proactive signals. You will drive automation rate improvements, reduce contact volume and resolve issues quickly by leveraging AI and automation. You will collaborate with the Intelligence team, engineering, data science and compliance to integrate AI capabilities and ensure reliable scalable and compliant experiences across channels.
Requirements
- 7+ years of product management experience with demonstrated depth in both customer facing product surfaces (front end UX) and platform systems work (back end APIs integrations data flows)
- Experience building or scaling AI powered customer support products including automation workflows intelligent routing chatbots or llm based assistants across chat voice or self service channels
- Track record of defining and tracking success metrics across complex funnels (automation rate CSAT deflection rate resolution time) and using data to drive prioritization decisions
- Demonstrated ability to work across multiple SaaS platforms (eg Amazon Connect Sprinklr Salesforce) and partner with engineering on session management integrations and system architecture
- Experience partnering across multiple product groups and stakeholders without owning end to end UX with the ability to influence outcomes in a matrixed environment
- Utilizes generative AI responsibly maintaining human oversight to deliver business ready outputs and drive measurable improvements in workflow efficiency cost and quality
Responsibilities
- Own the product roadmap and end to end delivery for chat, voice, and proactive support surfaces, defining how automated and human assisted interactions flow across channels to resolve customer issues quickly and accurately
- Drive automation rate and CSAT improvements by identifying high impact opportunities to deflect contacts before they become issues, reach out to customers proactively, and optimize the handoff from automated to human assisted resolution
- Build AI integrated capabilities across support surfaces by partnering with the Intelligence team and AI vendors to bring intelligent routing, AI assisted responses, and automation workflows into chat and voice experiences
- Partner with Engineering, CX Operations, Data Science, and Compliance to ensure support surfaces built on Amazon Connect Sprinklr and internal platforms are reliable, scalable, and compliant across all operating jurisdictions
- Shape P&L impact through tooling optimization and deprecation, evaluating build vs buy tradeoffs and scoping the market for emerging CX technologies that accelerate automation goals
- Execute cross functional delivery across Surfaces, Foundation, and Intelligence platform layers, ensuring the connected experience from proactive signals through chat and voice is seamless for both customers and agents
Benefits
- Equity and bonus eligibility
- Medical dental and vision insurance
- 401(k) plan
- Remote work options