Senior Product Manager

Senior Product Manager, Contact Center Quality & AI Insights

Location:

San Francisco, CA, Sterling, VA or Nashville, TN

Type:
Full time | External

Drive Consistency, Excellence, and AI-Powered Quality Across Customer Interactions

At Asurion, we serve 300M+ customers globally. Our Contact Center operations are at the heart of our business, where thousands of Experts deliver critical support to customers every day. Delivering a world-class experience requires more than just standard training; it demands intelligent, real-time quality systems that ensure every single interaction meets our high standards.

We are redefining what exceptional customer experiences look like ough AI-powered interaction analytics and intelligent quality systems, we equip our operations leadership and front-line Experts with the real-time insights and tools they need to consistently deliver world-class service across every contact, every channel, every time.

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.

• 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.

• 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.

• 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.

• 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.