Senior Manager, Product Management overseeing a correspondence platform at Capital One. Leading product lifecycle, collaborating with teams to enhance customer communication processes.
About the role
- Lead Product Owner at Prudential defining and delivering enterprise Conversational & Agentic AI strategy across various channels. Collaborating with business units to improve customer experience through AI integrations.
Responsibilities
- Define and evolve a data-driven Conversational & Agentic AI strategy aligned to enterprise goals (automation, CX, cost, quality, risk)
- Lead buy/build/partner decisions; develop business cases, TCO/ROI models, and measurable value hypotheses
- Own and continuously refine the product roadmap, features, and OKRs across journeys (voice, chat, messaging, web/mobile self-service)
- Own the product backlog (epics, features, user stories, acceptance criteria), prioritize ruthlessly, and run iterative, outcome-focused releases
- Drive cross-functional delivery with engineering, data science, design, and operations; coordinate dependencies with marketing, compliance, risk, and legal
- Lead demos, stakeholder communications, and change management to drive adoption (agents, supervisors, operations leaders)
- Build and scale solutions on modern CCaaS and CRM AI stacks
- Shape next-gen conversational and agentic capabilities
- Integrate with CRM (Salesforce/Dynamics), ITSM (ServiceNow), knowledge systems, telephony, and other systems
- Partner on Responsible AI: privacy/PII and PCI considerations, guardrails, human-in-the-loop, monitoring, auditability, and model risk management
- Define and monitor KPIs such as containment/deflection rate, FCR, AHT, transfer and escalation rates, CSAT/NPS, self-service adoption, cost per contact, and agent assist impact
- Run experiments (A/B), measure impact, and iterate to continuously improve outcomes
Requirements
- 10+ years in product management/ownership (or equivalent), including 4+ years delivering conversational AI/contact center solutions at scale
- Proven success shipping voice/chatbots, IVR modernization, and agent-assist capabilities integrated with CCaaS and enterprise systems
- Conversational AI & Agentic AI (tool-use orchestration, grounding/RAG, prompt strategy, evaluation & observability)
- Contact center domain: routing, IVR, speech analytics, WFM/QM, workforce optimization
- Data fluency: funnel analytics, KPI instrumentation, experimentation, and making data-driven decisions
- Technical literacy sufficient to partner with engineering: APIs/integration patterns, event streaming (e.g., Kafka), cloud (Azure/AWS), security/compliance
- Strategic, outcome-oriented leader with a bias for action and comfort with ambiguity
- Excellent communicator able to influence at all levels and align stakeholders around vision and value
- Demonstrated ability to lead cross-functional teams through complex, multi-journey initiatives
- Preferred Experience with AI-powered CCaaS (Genesys Cloud, Amazon Connect, NICE CXone; Five9/Twilio Flex a plus)
Benefits
- Medical, dental, vision, life insurance, disability insurance
- Paid Time Off (PTO) and leave of absences, such as parental and military leave
- 401(k) plan with company match (up to 4%)
- Company-funded pension plan
- Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs
- Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development
- Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs
- Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices, after one year of service
- Eligibility to participate in a discretionary annual incentive program
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