Our Contact Center AI & Self-Service team is redefining how customers get help from our brands. We are focused on using conversational AI, intelligent knowledge tools, and automation to improve customer experience, reduce friction, and reduce demand on live agents overall. To expedite these plans, we're looking for a Product Manager to help drive our self-service and AI product roadmap forward, reporting to the Director, AI and Innovation for Contact Center.
What You'll Do: - Own the product roadmap for one or more areas within our AI & self-service ecosystem, including: (1) conversational AI across chat, voice, email, and web; (2) our Knowledge Base (content, governance, and retrieval); (3) AI intelligence tools such as Contact Lens, AWS speech-to-text technologies, and conversation analytics; and AI-driven channel revenue opportunities (e.g., upsell via chat)
- Define requirements and success metrics for AI-driven self-service experiences, with a focus on reducing live-agent demand while maintaining or improving customer satisfaction. Document epics and stories in JIRA for engineering teams to develop against.
- Partner closely with engineering, data science, content/knowledge teams, and contact center operations teams to plan, build, and launch new capabilities
- Use conversation analytics and other data sources to identify friction points, containment opportunities, and areas for AI model or content improvement
- Manage the Knowledge Base roadmap, including governance processes and retrieval quality, to ensure agents and AI systems have accurate, up-to-date information
- Evaluate and help prioritize AI-channel revenue opportunities, such as upsell/cross-sell via chat, voice, and other self-service channels
- Work with the Director & Vice President of CX to measure clear KPIs and OKRs in partnership with cross-functional teams and stakeholders to measure success and track progress
- Report on roadmap progress, key metrics (e.g., containment rate, deflection, CSAT, revenue impact), and outcomes to leadership
Perks You'll Get: - Access to Medical, Dental, Vision, Life and Disability insurance
- Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
- 401(k) Retirement Plan with company matched contributions
- Full training to learn the business and enhance professional skills
- Employee discounts, including discounted prices on the purchase of Avis/Budget cars
- Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more
What We're Looking For: - 3+ years of product management experience, ideally with conversational AI, self-service, knowledge management, or contact center technology
- Comfortable working with technical and data science teams; able to translate AI/ML capabilities into practical product features
- Experience defining and tracking KPIs such as containment/deflection rate, CSAT, and revenue per interaction
- Strong stakeholder management skills across engineering, operations, and content/knowledge teams
- Analytical mindset with experience using conversation analytics or similar data to inform product decisions
- A bias toward action: able to move from ambiguous problems to a clear roadmap with minimal guidance
- Excellent written and verbal communication skills, including presenting to senior leadership
- Curiosity about emerging AI technologies and their application to self-service and demand reduction
- Proficient with product and collaboration tools such as JIRA and Confluence for roadmap tracking, backlog management, and documentation
The annual starting salary for this position is between $135,000 - $165,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.
Parsippany
New Jersey
United States of America
