Agentic AI Product Owner

DTCC • Jersey City, NJ

5h • Hybrid

About The Position

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

The Global Operations, Client Services & Administration group delivers world-class safety and soundness for the global financial services industry. The team provides DTCC’s portfolio of core securities and superior transaction processing and client services support in an environment that minimizes risk and cost while maximizing efficiency.
Pay and Benefits:
Competitive compensation, including base pay and annual incentive
Comprehensive health and life insurance and well-being benefits, based on location
Pension / Retirement benefits
Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).
The Impact you will have in this role:
We are seeking an Associate Director Product Owner to lead the development of AI-powered customer support agents. This role will drive the strategy and execution of AI Agent solutions that leverage enterprise data and cutting-edge AI (including LLMs and RAG) to transform customer service. This requires a blend of product vision, technical understanding of AI/ML, and a strong focus on measurable support outcomes.

Requirements

• Minimum 8 years of overall product management experience with a strong focus on AI/ML-driven products
• Bachelor’s or master’s degree in computer science, Data Science, Engineering, or a related field
• Minimum 3 years of hands-on experience as a Salesforce Product Owner within a large enterprise environment
• Proven experience working with Large Language Models (LLMs) and Retrieval-Augmented Generation (RAG) architecture
• Familiarity with Salesforce Agentforce and Data Cloud platforms
• Demonstrated success in Agile development environments, including collaboration with multiple scrum teams
• Experience leading cross-functional initiatives across global teams and time zones
• Ability to operate as a senior-level individual contributor, driving strategy and execution independently

Nice To Haves

• Prior experience in the financial services industry is preferred

Responsibilities

• Product Vision and Roadmap: Define and drive the product vision and roadmap for AI-driven customer support agents, ensuring alignment with organizational goals and customer needs
• Knowledge Integration: Integrate content from diverse sources, such as Salesforce, knowledge bases, and chat logs, to build a unified and comprehensive knowledge repository that supports AI agent operations
• Use Case Analysis: Analyze historical customer interactions to identify and prioritize high-impact use cases for AI-driven solutions, enabling targeted improvements in customer support
• Collaboration with Teams: Collaborate closely with engineering and data science teams to design and build scalable AI agent systems that deliver reliable performance and enhance customer experience
• RAG Pipeline Optimization: Debug and optimize Retrieval-Augmented Generation (RAG) pipelines to improve search relevance and accuracy within AI agent responses
• Conversational AI Enhancement: Leverage Large Language Models (LLMs) to enhance conversational capabilities of AI agents, ensuring responses are accurate, grounded in source data, and contextually relevant
• Performance Monitoring: Define and monitor key performance indicators (KPIs), including deflection rate, resolution time, and customer satisfaction, to assess and improve support outcomes
• Agile Product Ownership: Act as the product owner in Agile development cycles, managing backlogs and user stories to guide the team toward successful product delivery
• Compliance and Governance: Ensure that all product development activities comply with data privacy regulations, ethical AI practices, and organizational governance standards
• Stakeholder Communication: Communicate product vision, progress, and performance effectively to stakeholders across both business and technical teams to foster alignment and transparency

Benefits

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level