AI Technology Product Manager

Superior Environmental Solutions• US,

1d•Hybrid

About The Position

Superior Environmental Solutions (SES) is a national industrial and environmental services company with approximately 950 employees across 30 dispatch branches in 17 states. The company is developing the Field First Mobile App, a tool designed to allow field team members to ask questions via voice or text about various topics such as safety, equipment, procedures, compliance, HR, or IT, and receive answers from subject matter experts or guidance on who to contact. SES is seeking an AI Product Manager to oversee this product from inception to completion. This includes conducting discovery with field crews and department leaders, defining the initial release scope, ensuring content accuracy and trustworthiness, designing the interaction model, recommending build vs. buy decisions, leading pilot programs, measuring outcomes, and scaling the product across branches. The role requires a hands-on approach, involving writing instructions, loading and tagging content, managing the question bank, and analyzing logs. The Product Manager will not be responsible for app development, which will be handled by the IT/IS department, a contractor, or a vendor under their direction. This position is part of the Strategic Programs team and will collaborate closely with the Chief Information Officer and the IT/IS team, as well as content owners in HSE, Operations, Fleet, HR, and IT. The role is business-focused, with success measured by improvements in field outcomes such as reduced routine calls to headquarters, time savings for supervisors and crews, faster onboarding, and support departments that can accommodate company growth without increased headcount. Upon successful scaling of the Field First Mobile App, the role will expand to include additional AI products for operations and other departments.

Requirements

Bachelor's degree in Business, Engineering, Information Systems, Computer Science, or a related field, or equivalent experience.
5+ years in product management, program management, or technology implementation, with at least one product or tool successfully shipped to several hundred non-technical users and carried through adoption.
Hands-on experience building a functional AI assistant or automation using a large language model, including writing its instructions, organizing content for retrieval, connecting it to at least one live system, and conducting user testing.
Demonstrated ability to engage with frontline workers, build trust, and translate their feedback into requirements.
Experience leading cross-functional initiatives involving IT, vendors, and department leaders, including budget management, vendor evaluation, and stage-gate planning.
Strong written and verbal communication skills, capable of briefing both executive teams and crew leads.
Ability to travel 25% to 40%.

Nice To Haves

Experience in industrial services, construction, field service, utilities, fleet, or manufacturing with a frontline workforce.
Experience with AI assistants that answer from a company's own documents (knowledge bases, search indexes, question banks for testing) and with escalation or guardrail design.
Familiarity with AI platforms such as Claude, Microsoft Copilot Studio, Amazon Bedrock, Salesforce Agentforce, or frontline platforms like MangoApps, Beekeeper, or WorkJam.
Familiarity with systems such as Salesforce, Microsoft 365, ADP, Zendesk, or Samsara.
Technical writing or instructional design experience, particularly with procedures and decision trees.
Spanish language proficiency.

Responsibilities

Lead field discovery through branch visits, ride-alongs, and interviews with supervisors, mechanics, and department leaders to generate a ranked list of question types based on frequency, risk, difficulty, and suitability for the first release.
Manage the pre-hire question inventory and develop it into product requirements for the first release, including topics, initial experience (Field or Administrative portal), pilot branches, sign-in approach, and offline needs.
Own the product roadmap and present findings and recommendations to the steering committee and executive sponsors in clear, decision-ready terms.
Design and manage the content library, including its structure, tagging, and governance process for updates, ensuring each document has a designated owner and an approved version.
Collaborate with content owners and subject matter experts to document SES knowledge in a format usable by the tool, including troubleshooting and escalation decision trees. Write initial topics to establish a pattern and direct a contract technical writer as needed.
Utilize AI to review existing SES policies, procedures, and manuals to identify gaps, inconsistencies, and conflicts, bringing these to content owners for resolution to ensure the tool provides answers from a single correct version.
Write and tune the tool's standing instructions, defining its tone, response triggers, escalation protocols, and topics to avoid.
Build and maintain a question bank of 100-200 field questions with known correct answers, conducting accuracy and escalation testing before each release, aiming for 90% accuracy. Review 'thumbs-down' answers weekly to fix content, tags, or instructions.
Partner with HSE to categorize safety and compliance questions (automatic answer, answer with caution, or always escalate to a person) and to review all safety and compliance answers before launch.
Evaluate build versus buy options for each experience, scoring vendors, platforms, and AI services on field suitability (voice, offline use, reading levels, sign-in), cost, and ownership, and present recommendations to leadership.
Direct the build process by writing requirements and acceptance criteria, conducting user acceptance testing with pilot supervisors, and managing vendors and contractors within scope, budget, and schedule.
Collaborate with the CIO and IT/IS on security, sign-in, hosting, data governance, and system connections, with IT/IS having final approval of the technology stack.
Manage the program plan, budget, risks, and stage gates from discovery through pilot to scale, reporting progress and results to sponsors monthly.
Oversee the 90-day pilot at two branches with a weekly fix cycle and prepare the readout and scale decision.
Lead adoption efforts by co-designing with pilot supervisors and Superior Leaders graduates, training branch champions, and creating job aids suitable for varied reading levels and gloved hands.
Establish baselines and measure results, including calls and tickets reaching headquarters, time returned to the field, onboarding speed, and avoided headcount growth in support departments.
Execute scaling in incremental steps: by branch waves, new topic areas, system look-ups and actions, and eventually Spanish, proving each step before proceeding.
After the Field First Mobile App is scaling, identify and lead additional AI products for operations and other departments using the established discovery, content, and testing methodology.