Senior Product Manager, Customer Interactions (remote - US) - Remote Eligible

Senior Product Manager, Customer Interactions

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Product Manager for Customer Interactions in the United States.

As a Senior Product Manager for Customer Interactions, you will lead the strategy and execution for conversational servicing channels, including chatbots and IVR systems. You will define the vision, roadmap, and user experience across these platforms, collaborating closely with engineering, compliance, operations, and analytics teams. This role offers the opportunity to innovate with AI-driven solutions, optimize customer satisfaction, and ensure seamless integration of tools and processes. You will influence the evolution of conversational AI capabilities while managing complex, cross-functional programs in a regulated environment. Your work will directly impact customer experience, operational efficiency, and the overall success of self-service interactions.

Accountabilities

In this role, you will:

• Own the end-to-end product vision and roadmap for chat and voice/IVR customer interaction channels.
• Drive user experience improvements, including prompt engineering, conversation flows, and ongoing optimization to increase containment and customer satisfaction.
• Lead the conversational AI stack, supporting integrations, platform enhancements, and new tools/data in collaboration with engineering.
• Maintain governance processes for bots and AI systems, ensuring compliance, alerts, and remediation workflows are in place.
• Leverage analytics and dashboards to identify trends, proactively drive improvements, and measure impact.
• Build strong cross-functional partnerships with engineering, compliance, QA, operations, and product teams to ensure alignment and smooth execution.
• Influence AI platform direction by identifying opportunities for new capabilities and enhancements.