Senior Product Manager, Contact Center Quality & AI InsightsLocation: San Francisco, CA, Sterling, VA or Nashville, TN
Type: Full time | External
We are looking for a
Senior Product Manager to own the vision, strategy, and execution for Contact Center Quality and AI Interaction Analytics. In this role, you will sit at the intersection of Product, AI/Data Science, and Operations, directly supporting the teams and tools that power our front-line customer service workforce. You will establish the frameworks for high-quality service, build AI-driven monitoring systems, and create products that empower Experts, coaches, and leaders to drive continuous improvement at scale.
This role is ideal for someone who thrives on solving complex operational challenges using modern AI capabilities, building alignment across diverse stakeholder groups, and turning deep interaction insights into scalable product solutions.
What You'll Do You will partner across Customer Solutions, Operations, Data Science, Engineering, Design, Training, and UI teams to establish quality standards, deploy AI analysis tools, and build end-to-end feedback loops for our front-line Experts.
Define Quality Standards and Cross-Functional Alignment
- Partner with leadership across Customer Solutions, Operations, Product, Design, and Data Science to define, standardize, and operationalize what stellar customer quality means across all contact types.
- Establish unified frameworks for interaction quality, compliance, and resolution success that align business goals with customer needs.
- Serve as the central alignment bridge between operational quality expectations and technical product execution.
Build AI-Powered Contact Analysis and Quality Systems
- Drive the product strategy for AI systems that analyze 100% of customer interactions (voice, chat, messaging) in real-time or post-contact.
- Create automated detection systems and checks that surface quality deviations, policy compliance issues, and service gaps across high-volume operations.
- Partner closely with Data Science and Engineering to continuously refine prompt engineering, model accuracy, sentiment detection, and scoring algorithms.
Deliver Visibility, Tooling, and Actionable Insights
- Build products, dashboards, and reporting workflows that give Operations and Leadership instant visibility into service quality trends and operational risks.
- Design intelligent alerting and operational workflows that enable field leaders to take immediate, targeted corrective measures when interactions deviate from standards.
- Connect interaction analytics directly to operational feedback loops to ensure systemic issues are quickly identified and resolved.
Empower Experts via Integrated Workflows, Training, and Coaching
- Collaborate with Design, Training, and Coaching teams to integrate quality insights directly into the Expert desktop experience.
- Build tools and in-workflow guidance that help Experts adhere to best practices, script guidelines, and operational procedures during live interactions.
- Partner with operational teams to create automated coaching loops, personalized training triggers, and continuous learning modules grounded in real interaction data.
What You Bring - 5-8+ years of Product Management experience, specifically focused on contact center platforms, AI/ML products, workforce engagement, or enterprise operational workflows.
- Proven track record with AI/NLP applications, including experience building or implementing automated speech/text analytics, LLM-based evaluation tools, or quality assurance platforms.
- Strong cross-functional leadership, with a demonstrated ability to align diverse stakeholders (Operations, Data Science, Engineering, Training, and Field Leadership) around shared outcomes.
- Outcome-driven approach, using data, analytics, and business impact to prioritize features and measure product success.
- Experience designing workflows for front-line teams, ensuring technical solutions are intuitive, supportive, and seamlessly embedded into daily operational tools.
- Strong communication and stakeholder management skills, with the ability to translate complex AI capabilities into clear operational value.
- Nice to Have: Direct experience with modern Contact Center platforms (CCaaS), telephony systems, or Expert desktop integration environments.
Why Join Us?
- Direct Impact at Scale: Shape the daily experience of thousands of Experts and millions of customers across global contact center operations.
- Modern AI Application: Lead the charge in applying state-of-the-art AI technology to solve complex, high-volume operational challenges.
- High-Visibility Ownership: Drive cross-functional strategy for one of the most critical drivers of customer retention and brand trust.
