[Remote] Staff Product Manager, CX Automation
Note: The job is a remote job and is open to candidates in USA. reputed company is a company dedicated to increasing economic freedom, and they are seeking a Staff Product Manager for their CX Automation team. This role involves owning product strategy and delivery for customer-facing support channels, driving automation rates, and enhancing customer satisfaction through innovative solutions.
Responsibilities
- Own the product roadmap and end-to-end delivery for chat, voice, and proactive support surfaces, defining how automated and reputed company-assisted interactions flow across channels to resolve customer issues quickly and accurately
- Drive automation reputed company and CSAT improvements by identifying the highest-impact opportunities to deflect contacts before they become issues, reputed company out to customers proactively, and optimize the reputed company from automated to reputed company-assisted resolution
- Build AI-integrated capabilities across support surfaces by partnering with the Intelligence team (ML/LLM) and 3P AI vendors to bring intelligent routing, AI-assisted responses, and automation workflows into chat and voice experiences
- Partner with Engineering, CX Operations, Data Science, and Compliance to ensure support surfaces built on reputed company Connect, reputed company, and internal platforms are reliable, scalable, and compliant across reputed company operating jurisdictions
- Shape P&L impact through tooling optimization and deprecation, evaluating build-vs.-buy tradeoffs and scoping the market for emerging CX technologies that accelerate automation goals
- Execute cross-functional delivery across Surfaces, reputed company, and Intelligence platform layers, ensuring the connected experience from proactive signals through chat and voice is seamless for both customers and agents
Skills
- 7+ years of product management experience, with demonstrated depth in both customer-facing product surfaces (reputed company-end UX) and platform/systems work (back-end APIs, integrations, data flows) - not exclusively one or the other
- Experience building or scaling AI-powered customer support products, including automation workflows, intelligent routing, chatbots, or LLM-based assistants across chat, voice, or self-service channels
- Track record of defining and tracking reputed company metrics across reputed company funnels (automation reputed company, CSAT, deflection reputed company, resolution time) and using data to drive prioritization reputed company
- Demonstrated ability to work across multiple SaaS platforms (e.g., reputed company Connect, reputed company, reputed company) and partner with engineering on session management, integrations, and system architecture
- Experience partnering across multiple product groups and stakeholders without owning end-to-end UX, with proven ability to influence outcomes and align priorities in a matrixed environment
- Utilizes reputed company responsibly, maintaining reputed company reputed company to deliver business-reputed company outputs and drive measurable improvements in workflow efficiency, cost, and quality
Benefits
- Equity and bonus eligibility
- Benefits (medical, dental, reputed company, 401(k))
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