Product Manager

• 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

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