Product Manager – Conversational Channels Specialist

Riachuelo

Product Manager specializing in conversational channels at Riachuelo. Leading strategies and developments for customer interaction across voice and chat interfaces.

Posted 6/23/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead the strategy, design and evolution of conversational interface channels (Voice and Chat), using automation to optimize the purchase and post-sale journeys in e‑commerce, balancing operational efficiency (cost reduction) with excellence in customer experience (CSAT/NPS) and Artificial Intelligence.
Conversational Product Management (End-to-End): Responsible for the full lifecycle of WhatsApp bots and IVR voice flows, from discovery through delivery and monitoring.
Experience Design and Architecture: Create information architecture to ensure channel navigation is logical and efficient.
Flow and Interface Prototyping: Prototype conversational flows and interfaces using Figma to support UX validation with stakeholders.
Technical Configuration and Orchestration: Hands-on work in Genesys Cloud for voice flow design (Architect), business rules configuration, contact queue setup and digital channel integration.
Functional Design and Integrations: Prepare technical documentation (functional designs) for integrating conversational channels with the e‑commerce ecosystem (order APIs, tracking, CRM and payment gateways).
Artificial Intelligence and Curation: Implement and refine Conversational AI models (cognitive IVR, virtual assistants), ensuring the technology understands customer intents and reduces the need for human intervention.
Active and Inbound Channel Strategy:
Active: Support the operationalization of communication cadences for conversion.
Inbound: Optimize self‑service flows for support and FAQs.

Requirements

What you’ll need

Bachelor’s degree or higher.
CX Platforms: Advanced experience with Genesys Cloud (Voice and Digital).
Design Tools: Proficiency with Figma for journey mapping and prototyping.
AI and Data: Understanding of Conversational AI logic and data analysis.
System Architecture: Ability to create functional designs and understand API-based integrations.
Agile Methodologies: Experience working with engineering teams using Scrum or Kanban.

Benefits

Comp & perks

Medical insurance
Dental insurance
Meal or food allowance
Telemedicine
Gympass
Sesc partnership
Home office allowance
Profit Sharing (PLR)
Private pension plan
Group life insurance
Pharmacy discounts
Educational partnerships
Online learning platform
Discounts at Riachuelo

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

conversational interface designautomationconversational product managementinformation architectureflow prototypingvoice flow designbusiness rules configurationAPI integrationsConversational AIdata analysis

Soft Skills

customer experience optimizationstakeholder communicationoperational efficiencyproblem-solvingcollaboration

Certifications

Bachelor’s degree