General Manager – New Categories, AI Native
ConsumerAffairs
Product Manager - Conversation Intelligence
Calabrio, Inc.
full-time
Posted on:
Origin: • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Define and articulate a strategic product roadmap that leverages AI capabilities across QM & CI, ensuring alignment with business objectives and customer needs
- Identify, design, and prioritize AI-driven use cases that combine WFM and QM & CI to deliver measurable value (improved forecasting, scheduling, agent performance, customer experience insights)
- Work closely with customers to understand pain points and translate them into actionable product requirements
- Partner with engineering, data science, UX, and go-to-market teams to bring innovative features to life from concept to launch
- Monitor market trends, AI advancements, and competitor offerings to maintain a differentiated product strategy
- Build strong business cases for AI initiatives demonstrating efficiency improvements, cost reductions, and customer satisfaction gains
- Represent the product vision internally and externally to position the company as a leader in AI-powered workforce engagement solutions
- Leverage customer data, market research, and performance metrics to guide prioritization and validate success
Requirements
- Bachelor's degree in business, Computer Science, Engineering, or related field
- MBA or equivalent preferred
- 5+ years of product management experience, ideally in conversation intelligence, contact center technology, or enterprise SaaS
- Strong understanding of AI/ML concepts and practical experience applying them to business problems, preferably in QM & CI domains
- Familiarity with workforce management, scheduling, forecasting, performance analytics, quality monitoring, and customer insights
- Ability to interpret data, translate insights into strategy, and drive data-informed product decisions
- Proven track record of working with cross-functional teams and influencing stakeholders across levels
- Strong empathy for customer needs and ability to translate challenges into high-value product features
- Excellent written, verbal, and presentation skills
- Passion for emerging technologies and a track record of driving innovative product features
