Product Manager - Machine Learning Intelligence Operations

About This Role

Planning and executing the product roadmap for machine learning applications is the core of this role, leveraging the latest AI technologies to improve customer and employee experiences. The Product Manager will lead cross-functional teams to modernize service experiences for millions of customers. This role supports the Transcription and Conversational Insights Product Area within the Machine Learning & Intelligent Operations (MLIO) team.

Responsibilities

• Define the product strategy, roadmap, prioritization, and backlog for machine learning applications
• Lead agile product teams that include product associates, data scientists, machine learning engineers, and data analytics members
• Manage existing product features and actively lead the research, definition, and development of new features to advance the product roadmap and performance
• Maximize product value delivered through backlog creation, management, and prioritization of epics and user stories
• Partner with user research and business/operations teams to analyze and ideate customer experience, behavior, and improvement opportunities
• Prioritize strategies and solutions to enhance self-service utilization and reduce customer contact volume
• Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance, and Technology to ensure readiness to deliver on the product roadmap
• Stay abreast of industry trends, emerging technologies, and best practices in AI and machine learning to continuously improve product offerings
• Foster a culture of innovation, collaboration, and continuous improvement within the team

Requirements

• 6+ years of experience in Technical Product Management, ideally with AI/ML-related products
• Proven experience leading multi-disciplinary teams in a large, matrixed organization and fast-paced agile development environment
• Demonstrated ability to make strategic decisions while candidly challenging the status quo to drive the right employee and customer outcomes
• Applied expertise in a variety of AI and machine learning techniques and technologies
• Strong technical acumen: ability to independently manage large and complex relationships with internal technology partners
• Ability to harness data and the power of analytics and customer insights for comprehensive strategy planning
• Excellent communicator with the ability to fluidly interact with senior leaders, key stakeholders, employees, and third-party vendors

Nice to have:

• Experience working in or with customer service operations
• Strong problem-solving skills and the ability to think creatively and strategically
• Experience with cloud-based AI/ML platforms and tool