As a Product Manager in Machine Learning & Intelligent Operations  (MLIO) team, you will define the strategy for your product, design, and execute on the product roadmap while embracing the latest Artificial Intelligence (AI) technologies and best practices. You will lead cross-functional teams comprising technologists, data scientists, researchers, designers, and analytics members to modernize the service experience for tens of millions of customers. Your relentless focus on the customer and employee experience will help establish the team’s priorities to maximize the value of the product and the work of the modeling and development teams.

Job responsibilities

• Define the product strategy, roadmap, prioritization, and backlog for machine learning applications

• Lead agile product teams that include product associates, data scientists, machine learning engineers, and data analytics members

• Manage existing product features and actively lead the research, definition, and development of new features to advance the product roadmap and performance

• 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

• Prioritize strategies and solutions to enhance self-service utilization 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

• Stay abreast of industry trends, emerging technologies, and best practices in AI and machine learning to continuously improve product offerings

• Foster a culture of innovation, collaboration, and continuous improvement within the team

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Required qualifications, capabilities, and skills

• 6+ years of experience in Technical Product Management, ideally with AI/ML-related products

• Proven experience leading multi-disciplinary teams in a large, matrixed organization and fast-paced agile development environment

• Demonstrated ability to make strategic decisions while candidly challenging the status quo to drive the right employee and customer outcomes

• Applied expertise in a variety of AI and machine learning techniques and technologies

• Strong technical acumen: ability to independently manage large and complex relationships with internal technology partners

• Ability to harness data and the power of analytics and customer insights for comprehensive strategy planning

• Excellent communicator with the ability to fluidly interact with senior leaders, key stakeholders, employees, and third-party vendors

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• Preferred qualifications, capabilities, and skills

  • Experience working in or with customer service operations

• Strong problem-solving skills and the ability to think creatively and strategically

• Experience with cloud-based AI/ML platforms and tool

• Be part of a forward-thinking team that is at the forefront of AI and machine learning innovation

• Work on impactful projects that transform customer and employee experiences

• Collaborate with a diverse and talented team of professionals

• Enjoy a dynamic and inclusive work environment that fosters growth and development