Technical Product Manager – AI Solutions

• Own the product vision, roadmap, and backlog for AI in Customer Operations
• Act as product owner for an engineering team within a scaled agile planning cadence
• Lead product discovery with customer service and digital platform stakeholders
• Identify, prioritize, and validate high-value AI use cases with defined success metrics
• Develop PRDs, user stories, and functional specifications for AI-driven capabilities
• Define assistant and agent behaviors, conversation and escalation flows, knowledge grounding and retrieval strategy, and guardrails
• Create, test, iterate, and publish production-ready prompts and agent configurations
• Define AI evaluation frameworks, set launch quality bars, monitor production behavior, and drive continuous improvement
• Advise stakeholders on build-versus-buy-versus-configure decisions across the enterprise AI platform landscape
• Manage product development cycles with internal engineering and external vendor resources
• Oversee test planning, system integration testing, validation of results, and issue resolution
• Partner with legal, compliance, privacy, and security stakeholders to deliver AI capabilities responsibly
• Work with end users to drive adoption through training, enablement, feedback loops, and usage support

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field
• 6+ years of relevant product management or related work experience
• Demonstrated experience defining, deploying, and iterating on AI-enabled solutions and automations in an enterprise or B2B/B2C product environment
• Experience implementing LLM-enabled automation workflows, agentic AI, or custom generative AI solutions in production
• Familiarity with LLM APIs, retrieval-augmented generation, knowledge grounding, function/tool calling, and agent orchestration frameworks or platforms
• Hands-on prompt engineering experience
• Experience evaluating and monitoring AI quality
• Current working understanding of LLM capabilities and tradeoffs
• 3+ years of product management experience in customer service, CX technology, enterprise e-commerce, or customer platform domains
• Strong understanding of customer service operations, including contact center technologies, case management, and service metrics
• Familiarity with enterprise CRM platforms;
  Salesforce strongly preferred
• Proven experience with customer-facing digital platforms and portals in B2B environments
• Track record of improving customer satisfaction and operational efficiency through technology initiatives
• Ability to operate independently as product owner for a team
• Strong leadership, collaboration, verbal, and written communication skills
• Technical depth to engage engineers on AI architecture and design tradeoffs
• Strong problem-solving and analytical skills
• Comfort operating in a regulated healthcare environment with compliance, privacy, and responsible AI considerations

Demonstrates expertise in product management for AI-driven solutions, with a strong focus on customer operations and the ability to define and iterate on AI capabilities. Proficient in managing product development cycles, collaborating with stakeholders, and ensuring compliance in regulated environments.

• Product Management Experience
• AI-Enabled Solutions Development
• Prompt Engineering
• Customer Service Operations Knowledge
• LLM API Familiarity

• AI Use Case Validation
• Product Roadmap Development
• PRD and User Story Creation
• AI Evaluation Frameworks
• Automation Workflow Implementation
• Agent Orchestration
• System Integration Testing
• Data Analysis
• Technical Architecture Engagement
• Continuous Improvement Strategies

• Leadership
• Collaboration
• Verbal Communication
• Written Communication
• Problem-Solving

• Customer Experience Technology
• B2B/B2C Product Environment
• Regulated Healthcare Environment
• Compliance
• Privacy

• Salesforce
• Enterprise CRM Platforms
• Digital Platforms
• Contact Center Technologies
• Case Management Systems