Senior Manager, Virtual Agent Product Manager - Remote in MN

About the Role

Key Responsibilities

• Define and drive the strategic vision for digital products focusing on the performance of the AI/ML-powered virtual agent platform, aligned with business goals and user needs
• Prioritize features and enhancements based on user research, market analysis, and business objectives, and identify opportunities to integrate the virtual agent across digital touchpoints such as app, web, and IVR
• Develop and maintain product roadmaps, communicating priorities and timelines to stakeholders
• Work closely with stakeholders to gather and document product requirements, user stories, and acceptance criteria
• Collaborate with design, engineering, marketing, and other AI/ML teams to ensure successful execution of product initiatives
• Ensure virtual agent capabilities are scalable, inclusive, and aligned with broader digital product strategies
• Define and track key performance indicators (KPIs) to measure the success of digital products and iterate based on data-driven insights
• Stay informed about market trends, competitor products, and industry best practices, identifying opportunities for innovation and differentiation
• Communicate product updates, milestones, and challenges to stakeholders, fostering transparency and alignment
• Support governance, testing, and compliance processes for responsible AI use

Requirements

• 8+ years of experience in digital product management
• 3+ years of experience focused on AI/ML, virtual agents, or conversational platforms with success in launching and scaling digital products in a matrixed, enterprise environment
• Demonstrated understanding of natural language processing (NLP), machine learning concepts, and conversational UI/UX best practices
• Exceptional communication and collaboration skills for working effectively with cross-functional teams and stakeholders
• Analytical mindset with experience using experimentation and data to drive decisions
• Proven problem-solving skills and ability to navigate complex challenges and find innovative solutions
• Proven ability to manage multiple priorities and thrive in a fast-paced, dynamic environment

Nice to Have

• Experience with consumer-focused designs
• Foundational understanding of contact center channel technology

Qualifications

• Educational background is not explicitly specified but implied to include significant experience in digital product management and AI/ML

Benefits & Perks

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution
• Salary range from $110,200 to $188,800 annually
• Remote work flexibility