Job DescriptionThe role will be the group product owner leading two of our key growth and retention initiatives, Vialto Intelligence/Client Radar. Vialto Intelligence is our signature AI and reasoning layer that allows clients derive insights, transact, and build predictive analytics on their own data and Client Radar is the most critical internal initiative at Vialto that will drive retention and revenue via improved predictive analytics around client sentiment.
The successful candidate will share accountability for client satisfaction and retention outcomes tied to Vialto Intelligence/Client Radar and will be expected to operate as a genuine partner to Product, Engineering, and the client-facing teams who rely on Enablers capabilities every day.
We expect this person to act like an owner: Build Vialto Intelligence into leading enterprise solutions that will help further differentiate Vialto, improve revenue, retention, client sentiment, referencability, etc. This position reports into the Product leadership team
AI-First Operating ModelThis role sits inside Vialto's AI-first delivery model. The successful candidate will use AI tooling (such as Claude, Claude Code, and similar platforms) daily, both to do their own job. This isn't a role that oversees AI from a distance; it's a role that builds with it and reasons about where it should and shouldn't be trusted.
Key Responsibilities Vialto Intelligence/Client Radar - Lead product decisions for Vialto Intelligence's client support capability, including how AI-assisted support sits alongside human case handling.
- Work with the product teams and other functions still adjusting to the shift away from legacy ticketing, to make sure the support experience actually improves rather than just moves to a new interface.
- Set the standard for what counts as a good AI-assisted support interaction, and hold that standard as the capability scales.
- Own the Client Radar product end to end: define how sentiment is captured across support interactions, case handling, and client feedback channels, and how it gets reported back to Product and leadership.
- Build the analysis pipeline that turns raw sentiment signal (tickets, transcripts, survey responses, usage patterns) into a clear, trusted view of client experience, using AI tooling for classification and pattern detection where it adds real value.
- Translate sentiment findings into product and operational recommendations, and follow them through to action rather than stopping at the report.
Stakeholder Communication and Reporting - Deliver structured reporting on client sentiment and support performance to senior stakeholders, including the CPO, in plain language rather than dashboard-speak.
- Coordinate with client-facing teams when sentiment data flags a risk, ensuring it gets addressed rather than filed.
- Represent Vialto Intelligence and Marketplace capabilities accurately in internal roadmap conversations and, where relevant, client-facing material.
Qualifications and Experience - Minimum 6 years of product management or product leadership experience, ideally including ownership of a platform or shared-services capability rather than only a single client-facing product.
- Demonstrated daily proficiency with AI/LLM tools (Claude, ChatGPT, Cursor, or equivalent), including using them to build or shape AI-assisted support or analysis capabilities, not just personal productivity.
- Experience designing or running a client sentiment, NPS, or customer feedback programme, including turning qualitative signal into structured, actionable data.
- Experience with support or service operations, particularly where AI is being introduced to change how support is delivered.
- Strong written and verbal communication skills, with the ability to present sentiment and performance data to senior stakeholders without burying the point in charts.
- Ability to operate across two connected but distinct workstreams (Client Sentiment, and the wider Enablers remit) without losing depth on either.
Preferred Qualifications - Experience in global mobility, professional services, or another regulated, high-touch client services environment.
- Experience building or managing a marketplace, platform, or shared-services product used by multiple internal teams.
- Familiarity with AI-assisted support tooling, conversational interfaces, or prompt-based query systems in a production setting.
- Experience working with offshore or distributed product and engineering teams.
Career Development Vialto Intellgence/Client Radar both growing in importance as Vialto scales its platform and moves clients off legacy tools. This role carries direct visibility with the Executive Leadership Team (ELT) CPO and senior product leadership, and offers a path toward broader ownership across the product organization at Vialto
Additional Information- This is a regular, full-time position.
- The role is hybrid.
- Location: NYC
- Salary: $185,610 to $250,000. Individual salaries are based on education, geographic location, and alignment to the market data.
