Product Manager – AI-Enabled Customer Experience

Overview

In this role you will define and own the vision and roadmap for AI-enabled customer journeys, collaborating with cross-functional teams to deliver products from discovery to launch. You’ll balance customer value with technical feasibility and business outcomes in large-scale transformations. You’ll work with strategy, design, data science, and engineering to ship AI features that improve customer experiences. This position offers exposure to cutting-edge AI, GenAI, and conversational AI in a globally connected environment with a focus on delivering measurable value.

Pay / Benefits

• competitive salary
• annual performance bonus
• potential equity
• health and wellbeing benefits
• up to 30 days leave + 3 volunteering days
• family-friendly policies

Responsibilities

• Define and own the vision, strategy, and roadmap for AI-enabled customer journeys (e.g., chatbots, personalization, self-service)
• Translate requirements into clear product backlogs and prioritized delivery plans
• Lead discovery, customer research, and stakeholder workshops to validate opportunities
• Act as Product Owner for agile delivery teams, managing backlog refinement, sprint planning, and releases
• Partner with UX, engineering, and data science to ship AI features that improve customer experience
• Drive design and delivery of AI-enabled journeys including self-service, customer support, commerce, and personalization
• Define and measure success with adoption, CSAT, conversion, operational efficiency, and business value metrics
• Manage priorities and trade-offs while maintaining roadmap integrity
• Lead and coach Product Owners, Business Analysts, and product practitioners
• Build trusted relationships with client stakeholders and act as strategic adviser

Key requirements

• 8+ years in Product Management, Product Ownership, Business Analysis, or related leadership with clear product roadmap ownership
• Experience with AI-enabled products, Generative AI, conversational AI, ML solutions, or intelligent automation; at least 2 years in AI/ML-driven products or customer-facing AI
• Experience managing digital CX products across e-commerce, customer service, self-service, or engagement channels
• Proven stakeholder management in consulting, transformation, or client-facing settings with senior stakeholders
• Experience leading or coaching Product Owners, Business Analysts, or product teams
• Experience working with cross-functional teams including UX, engineering, data science, testing, and delivery
• Ability to define KPIs, SLAs, and success metrics for customer, operational, and business outcomes
• Experience delivering large-scale enterprise transformations (Salesforce, ERP, or similar) is preferred
• Agile/Scrum certification (e.g., CSPO) desirable

• stakeholder management
• leadership and mentoring
• collaboration across cross-functional teams
• AI-enabled products
• Generative AI
• conversational AI

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