Product Manager II, Customer Operations
Recruiting.com
full-time
Posted on:
Location Type: Remote
Location: Pennsylvania • United States
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About the role
- Build and maintain strong relationships with business partners and the broader IT organization to deliver impactful AI solutions
- Conduct analysis and gather insights to identify and prioritize high-value use cases for AI-enabled tools
- Advise and consult stakeholders on build vs buy decisions
- Collaborate with the team to define product goals, align with business priorities, and ensure product roadmaps reflect stakeholder needs
- Develop detailed product requirements documents (PRDs), write user stories, and create functional specifications
- Oversee the creation of test plans, perform system integration testing, validate test results, and address any issues during testing phases
- Work closely with end users to optimize product adoption, provide training, and offer support
- Create, test, iterate, and publish production-ready prompts for customer operations use cases
- Mentor product specialists and business analysts, with potential to build and lead a team as the portfolio grows
Requirements
- Bachelor's degree in Computer Science, Information Systems, Business, or related field
- 7-10 years of relevant product management or related work experience required
- Demonstrated experience defining and executing on AI products in an enterprise or B2B/B2C product environment
- Strong leadership and collaboration skills within cross-functional teams
- Excellent verbal and written communication skills
- Strong problem-solving and analytical skills
- Enthusiasm for AI technology and its innovative application in enterprise settings
- 5+ years of product management experience in customer service, enterprise e-commerce, or customer platform domains
- Familiarity with enterprise CRM platforms; Salesforce strongly preferred
- Demonstrated success implementing AI/ML solutions, customer operations context preferred
- Proven experience with customer-facing digital platforms and portals in B2B environments
- Hands-on prompt engineering experience, including creating, testing, and optimizing prompts
- Enterprise AI platform experience (Azure OpenAI Services preferred, but experience with OpenAI, Anthropic, AWS Bedrock, or similar platforms acceptable)
- Experience with and understanding of customer service operations, including contact center technologies, case management, and service metrics (CSAT, NPS, FCR, AHT)
Benefits
- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI product managementproduct requirements documents (PRDs)user storiesfunctional specificationssystem integration testingprompt engineeringAI/ML solutions implementationcustomer-facing digital platformsenterprise AI platformscustomer service operations
Soft Skills
leadershipcollaborationverbal communicationwritten communicationproblem-solvinganalytical skillsmentoringstakeholder consultationtrainingrelationship building