Minor Hotels Europe and Americas

Product Owner – Agent Experience

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Office

Location: New York City • New York • United States

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Salary

💰 $125,000 - $135,000 per year

About the role

  • Own end to end conversational AI capability design using Kore.ai XO11 DialogGPT
  • Define dialog patterns, prompt standards, routing logic, and escalation frameworks
  • Establish clear guidelines for when DialogGPT is used versus NLP or rules based flows
  • Lead conversion strategy from legacy IVR and chat experiences to AI driven conversations
  • Drive prioritization of intents, journeys, and enhancements based on business value and effort
  • Partner with business, UX, engineering, and platform teams to guide delivery
  • Review conversation analytics and transcripts to identify optimization opportunities
  • Ensure consistency across voice and digital conversational experiences

Requirements

  • Proven experience designing conversational AI and LLM driven dialog systems
  • Hands on experience with Kore.ai platform, preferably XO11
  • Experience designing large scale voice and chat experiences
  • Strong ability to translate business requirements into conversational designs
  • Comfort operating in evolving AI and experimentation driven environments
Benefits
  • Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
  • Company paid holidays
  • Personal Days
  • Sick Leave
  • Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
  • Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
  • Life and disability insurance
  • Employee assistance programs
  • Other benefits as provided by local policy and eligibility

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
conversational AI designdialog systemsKore.aiDialogGPTNLPIVRchat experience designanalytics reviewoptimizationrouting logic
Soft skills
business requirement translationcollaborationleadershipprioritizationcommunicationadaptabilitystrategic thinkingproblem solvingcreativityguidance