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Product Director, AI Service Operations
Не указаноПолная занятостьУправление продуктомEnterprise SoftwareTravel
Lead the strategy and roadmap for AI-assisted customer service, consultant tools, crisis management, and operational automation at scale. Partner with engineering, design, data, and operations to create a seamless service experience and own service-offering financial performance.
Обязанности
- Manage a team of at least two product managers.
- Own the strategy and roadmap for AI customer service, consultant tools, crisis management, and operations automation.
- Develop AI tools and automation with sales, consulting, and support teams to improve efficiency.
- Expand the customer issues that AI can resolve while maintaining quality and appropriate consultant intervention.
- Provide consultants with customer history, preferences, and conversation context to support effective, personalized service.
- Integrate AI throughout the customer journey and improve handoffs between automated service and consultants.
- Measure customer satisfaction, resolution, personalization, handoff quality, productivity, accuracy, cost, and reliability; use feedback to improve outcomes.
Требования
- 10+ years of product management experience, including leading teams and customer-facing products at scale.
- Experience building customer-facing chatbots, assistants, or automation, with sound judgment about personalization and human handoffs.
- Strong product judgment and ability to turn complex systems and customer context into simple, trustworthy experiences.
- Ability to use data, customer feedback, and testing to guide decisions and work with engineering on integrations, performance, and reliability.
- Strong cross-functional communication, leadership, and decision-making skills.
- Accountability for a service offering’s profit and loss.
Будет плюсом
- Experience in AI, customer service, travel, expense management, marketplaces, or enterprise software.