Senior Project Manager
NowVertical Group Inc.
Senior Product Manager, Customer Interactions
ONE
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $150,000 - $190,000 per year
Job Level
Senior
About the role
- Own the end-to-end product vision and roadmap for customer servicing interaction channels (chat + voice/IVR)
- Drive customer servicing chatbot and IVR user experience, including prompt engineering, flows, and ongoing improvements to optimize containment and customer satisfaction
- Lead the chat and IVR capabilities stack, supporting partner integrations, new tools/data, and platform improvements in close collaboration with engineering
- Oversee bot governance, ensuring alerts, controls, remediation reviews, and compliance fixes are maintained and continuously improved
- Partner with analytics to leverage dashboards and proactively drive improvements that increase channel containment and CSAT
- Establish strong, cross-functional relationships with engineering, compliance, QA, operations, and product teams to ensure alignment and smooth execution
- Influence the direction of the AI platform by identifying opportunities for new capabilities and enhancements
Requirements
- 10+ years of product management experience
- At least 2+ years in conversational AI (chatbots, voice/IVR, NLP/NLU platforms)
- Strong technical aptitude; ability to engage deeply with engineering on integrations, platform enhancements, and system design trade-offs
- Proven ability to manage complex, cross-functional programs, particularly in regulated environments
- Experience with RAG, LLM-driven experiences, or other advanced conversational/agentic AI frameworks (strong plus)
- Excellent communication and stakeholder management skills; able to influence across compliance, operations, engineering, and executive teams
- Strong data orientation; skilled in using analytics and dashboards to identify trends and drive proactive improvements
- Drive and proactivity; builder and executor
- Authorization to work lawfully in the United States (application asks about work authorization and sponsorship)
