Product Manager – Customer Service & AI

Job Title: Product Manager – Customer Service & AI

Location: Austin, TX (Hybrid 3 days onsite)

About the Role

We are seeking a dynamic and experienced Product Manager to drive the strategy and execution for our customer service platform for M&A intiatives, with a strong emphasis on Artificial Intelligence. You will be at the forefront of innovation, defining how we leverage AI and automation to create seamless, intelligent, and efficient customer experiences.

This role requires a unique blend of technical acumen, a deep understanding of customer service operations, and the ability to translate complex business challenges into scalable product solutions. You will own the end-to-end product lifecycle, from ideation to launch, and be a key partner to our engineering, design, and operations teams. This is a chance to directly impact both customer satisfaction and business efficiency on a global scale.

Key Responsibilities

• Product Strategy & Roadmap: Define and execute a compelling product roadmap for our customer service technology, with a primary focus on AI-powered solutions. This includes chatbots, virtual assistants, agent-assist tools, and intelligent routing.
• AI Integration & Automation: Identify and prioritize opportunities to use AI and machine learning to automate workflows, reduce handle times, and enhance agent productivity. Lead the development and launch of these features, ensuring they align with our strategic goals.
• Requirements & User Stories: Partner with cross-functional stakeholders—including customer service operations, engineering, and data science—to gather and document detailed business requirements. Translate these into clear, actionable user stories and functional specifications for the engineering team.
• Performance Analysis: Define and monitor key performance indicators (KPIs) for new features and products, such as CSAT, FCR, AHT, and automation rates. Use a data-driven approach to measure impact, inform product iterations, and report on business outcomes.
• Stakeholder Alignment: Serve as the product expert and champion for your domain. Communicate vision, progress, and results to stakeholders at all levels, ensuring alignment and buy-in across the organization.
• Industry Expertise: Stay on top of emerging trends in contact center technology, conversational AI, and customer service to inform our long-term product vision.

Required Qualifications

• 5 years of experience as a Product Manager, with a focus on enterprise B2B or B2C software.
• Strong, hands-on experience with a leading Contact Center as a Service (CCaaS) platform, specifically Genesys Cloud. This includes a deep understanding of its routing, IVR, and API capabilities.
• Demonstrated experience building and launching products that leverage AI, machine learning, or conversational AI technologies.
• Deep understanding of core contact center operations, agent workflows, and key performance metrics (e.g., AHT, CSAT, FCR).
• Strong analytical skills with the ability to use data to inform decisions and measure success.
• Exceptional communication and collaboration skills to work effectively with both technical and non-technical teams.

Preferred Qualifications

• Experience with Salesforce Service Cloud or other major CRM platforms.
• Familiarity with WEM tools (Workforce Engagement Management) and their integration with contact center platforms.
• Experience working with data visualization tools such as Tableau, Power BI, or similar.
• A technical background in software development, data science, or a related field.