At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure. Job Description Summary: What you need to know about the role We are seeking a Growth and Optimization Product Manager who is passionate about solving customer problems and creating experiences that are elegant and effective. You will define, document, and refine frictionless end-to-end service and support experiences for our chatbot and voice (IVR) technologies including Generative AI-powered experiences. Meet our team The Applied AI Platforms team provides the technologies and experiences that power our chatbot (PayPal/Venmo Assistants) and IVR applications. Job Description: Your way to impact You are someone with the ability to cut through the noise and focus on what really matters. You will collaborate with technology, data, and business stakeholders to transform user needs across key moments of the customer journey into natural, engaging, and consistent experiences using conversational AI technology. You are customer-centric, continuously demonstrate strategic & analytical abilities, and are laser-focused on executing at scale. If you can succeed in a matrix environment, where success is dependent on your ability to collaborate with cross-functional partners in a positive, productive, and transparent way; you are encouraged to apply. In your day-to-day role you will: Use a data-driven approach to define, deliver, and refine conversational AI experiences that are effective, engaging, and consistent across all modalities. Create sample dialogs, conversational flow diagrams, and prototypes to effectively communicate voice and text interactions. Including support for content needed for powering Generative AI knowledge and evaluation. Conceptualize and iterate on end-to-end experiences for conversational user interfaces and content. Guide intent identification and the associated phrases, entities, contexts, and business rules that define distinct conversational experiences. Perform analysis of conversation paths and flows to identify opportunities and inform future enhancements and refine the production dialog flows. Apply concepts and practices related to Natural language Processing/Understanding, Generative AI, sentiment analysis, Intent classification, dialog flows, text-to-speech, and speech-to-text to the conversational design process. Analyze current customer experiences to define friction points and create seamless and effortless experiences. Educate internal colleagues and stakeholders to understand the key concepts of optimal conversational experiences. Build trust and effective relationships with peers/cross-functional teams and provide leadership across the product, engineering, and business teams. What do you need to bring 3 years experience in defining, documenting and communicating conversational experiences for voice/chat. Some experience in defining experiences powered by Generative AI Understand how data from API calls, databases, and other underlying technologies fit into experience design and collaborate with developers on solutions. Strong ability to translate product needs into usable conversation experiences. Data Driven, detail-oriented, unfazed by technical detail, committed to flawless execution. Customer-centric mindset with empathy for the user experience Ability to participate in technical discussions and help make technical trade-offs. Additional Job Description: Subsidiary: PayPal Travel Percent: 0 Our Benefits: At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you. We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com Who We Are: Click Here to learn more about our culture and community. PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. For more information, visit https://www.paypal.com , https://about.pypl.com and https://investor.pypl.com. PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com. Any general requests for consideration of your skills, please Join Our Talent Community. At PayPal we are reimagining money, democratizing financial services, and giving people more ways to safely connect to their money and to each other. 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