Product Leader - GenAI

About the Role

We are looking for a Product Leader to own and scale a GenAI-powered chatbot platform that serves millions of B2C users and supports high-volume call center / customer support operations .

This role sits at the intersection of GenAI, customer experience, and operational efficiency . You will lead the vision and execution of AI-driven conversational systems that reduce call volumes, improve resolution rates, and deliver human-like customer interactions at scale.

Key Responsibilities

• Own the end-to-end product strategy for GenAI chatbots and conversational AI platforms used in B2C customer support
• Build AI-first solutions to deflect calls, improve first-contact resolution, and enhance CSAT/NPS
• Work closely with Data Science and Engineering teams to implement LLMs, RAG pipelines, intent detection, and orchestration layers
• Translate call center workflows (IVR, CRM, ticketing, QA, escalation logic) into scalable AI-driven product features
• Drive continuous improvement using metrics such as AHT, FCR, containment rate, CSAT, cost per contact
• Partner with Ops, CX, and Call Center leadership to roll out AI solutions across voice, chat, WhatsApp, and in-app channels
• Lead product discovery through user research, agent feedback, call log analysis, and experimentation
• Manage roadmap prioritization, stakeholder alignment, and successful product launches

What Were Looking For

• 812 years of Product Management experience in B2C organizations
• Strong background working with call centers, customer support platforms, or CX systems
• Hands-on exposure to GenAI / Conversational AI (chatbots, LLMs, prompt design, RAG, NLP)
• Experience building or scaling chat, voice bots, or automation platforms
• Strong understanding of call center KPIs, workflows, and compliance requirements
• Ability to operate in ambiguity, move fast, and balance user experience with business outcomes
• Excellent communication and stakeholder management skills