Senior Product Associate, Machine Learning & AI, Conversational Insights

Be at the heart of transforming visions into market-ready products, while you navigate through and solve complex challenges. 

As a Senior Product Associate within the Conversational Insights team, specializing in Machine Learning & AI, you will be instrumental in guiding our product strategy. You will manage the implementation of the product roadmap, endorse Agile methodologies, and champion top industry practices. Collaborating closely with a varied team of technologists, data scientists, researchers, designers, and analytics experts, you will tailor the service experience to meet the needs of a wide range of customers.

Job Responsibilities: 

• Support the product strategy, roadmap, prioritization, and backlog for machine learning application for Conversational Insights. 
• Analyze contact volumes and customer journey/friction points across various channels to drive product feature prioritization. 
• Coordinate activities of the agile product teams that include research, design, data scientists, machine learning engineers, and data analytics members. 
• Manage existing product features and collaborate on the research, definition, and development of new features to advance the product roadmap and performance. 
• Help to maximize product value delivered through backlog creation, management, and prioritization of epics and user stories. 
• Partner with user research and business/operations teams to analyze and ideate customer experience, behavior, and improvement opportunities. 
• Refine strategies and solutions to enhance self-service usage and reduce customer contact volume. 
• Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance, and Technology to ensure readiness to deliver on the product roadmap. 

Required qualifications, capabilities, and skills: 

• 6+ years experience in Product Management
• Experience in Technical Product Management, ideally with AI/ML-related products. 
• Familiarity with multi-disciplinary teams in a large, matrixed organization and fast-paced agile development environment. 
• Demonstrated ability to contribute to strategic decisions while vocally participating in team activities and adding value on execution activities. 
• Technical acumen: ability to grasp and help manage complex relationships with internal technology partners. 
• Ability to effectively leverage the power of analytics and customer insights for robust outputs. 
• Strong communicator with the ability to fluidly interact with leaders, stakeholders, employees, and third-party vendors. 

Preferred qualifications, capabilities, and skills: 

• Experience working in or with customer service operations.