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Product Manager, AI Customer Service Experience
Not specifiedFull-timeProduct ManagementFinancial Services
Lead the end-to-end customer service experience across an AI private banker and human banking teams. Use AI, service data, and operational metrics to identify opportunities, build improvements, and deliver measurable customer and business impact.
Responsibilities
- Own the customer service experience across AI and human banking channels.
- Define effective collaboration between the AI banker and human service teams.
- Explore, test, prototype, and improve AI- and LLM-powered customer interactions.
- Analyze customer conversations, service data, and operational metrics to identify root causes and opportunities.
- Drive initiatives from insight through execution across Product, Engineering, Data, Operations, and Customer Service.
- Define success metrics, measure impact and ROI, and prioritize improvements using data.
- Translate frontline banker and service-team insights into scalable product and operational improvements.
Requirements
- At least 3 years of experience in product management or another high-ownership, analytical role in a technology company.
- Hands-on experience with AI and large language model tools.
- Demonstrated ability to own initiatives from problem definition through execution and deliver measurable results.
- Strong analytical and problem-solving skills, including root-cause analysis.
- Ability to define and measure product impact, return on investment, and operational outcomes.
- Independent judgment, curiosity, creativity, and a hands-on working style.
Nice to have
- Experience with AI-powered customer experiences, conversational AI, or customer service.
- Experience in fintech, banking, or another regulated environment.
- Technical orientation and experience prototyping AI-based workflows or solutions.