Senior Product Manager, CX & AI Tooling

You will own product strategy and execution for CX and AI tooling that sits at the intersection of internal operations and the external customer experience building an AI forward platform that leverages automation intelligent routing and AI assisted resolution to raise speed quality and customer satisfaction.

Responsibilities

• Own the product roadmap for a portfolio of CX and AI tooling delivering end to end across discovery requirements launch measurement and iteration for the systems used by frontline support specialists to serve millions of retail customers
• Drive identification and prioritization of the highest impact problems in the CX space diagnosing operational pain points surfacing automation opportunities and translating them into clear product solutions
• Build AI integrated features that augment human specialists capabilities including intelligent case routing AI assisted responses knowledge retrieval and workflow automation with human oversight to earn trust in AI driven resolution
• Partner with CX Operations CX Leadership and frontline specialists to deeply understand user needs gather feedback and ensure tools are practical intuitive and effective
• Define and own success metrics across the portfolio including resolution time CSAT specialist efficiency and automation rate and use data to drive prioritization and measure impact
• Execute cross functional delivery with Design Data Science Compliance and other EAA teams to ensure CX tooling integrates seamlessly into the enterprise platform ecosystem

Requirements

• 5+ years of product management experience shipping internal tools or enterprise platforms that impact external customers
• Experience building or integrating AI powered tooling into operational platforms using NLP automation and intelligent workflows
• Proven ability to manage a portfolio of products or features with disciplined prioritization in cross functional environments
• Strong collaboration with engineers on system design APIs and data flows and the ability to communicate product vision to stakeholders including executive leadership
• Commitment to responsible use of generative AI with human oversight to improve workflow efficiency cost and quality

Benefits

• Medical dental and vision coverage
• 401(k) retirement plan
• Equity and bonus eligibility