Manager, Product Management
Mastercard•O'fallon, MO
•$130,000 - $221,000•Onsite
About The Position
The Product Manager – Voice Channels will own the strategy, roadmap, and execution of voice-based customer experiences across Genesys Cloud and Conversational AI (CAI) platforms. This role partners with business stakeholders, operations, engineering, VUI design and other Mastercard teams to modernize IVR, agent-assisted voice flows, and AI-driven call handling while ensuring scalability, reliability, and measurable business outcomes.
Requirements
- 10+ years of experience in Product Management, with strong focus on Voice / Contact Center platforms.
- Hands-on experience with Genesys Cloud (IVR, routing, queues, DNIS, reporting).
- Proven experience delivering Conversational AI or IVR self-service solutions.
- Strong background in requirements documentation (FRD/BRD, decision logs).
- Ability to translate complex technical concepts into business-friendly language.
- Experience working in large, matrixed enterprise environments.
Nice To Haves
- Experience with cloud contact center migrations.
- Familiarity with AI/NLP concepts, virtual agents, and escalation strategies.
- Experience supporting global or multi-region voice operations.
- Background in financial services or regulated industries.
Responsibilities
- Own the end-to-end product strategy for voice channels, including IVR, call routing, agent experiences, and Conversational AI integrations.
- Define and manage the product roadmap aligned to business priorities, operational efficiency, and customer experience goals.
- Drive modernization initiatives such as Genesys migration and voice self-service enablement.
- Act as product owner for Genesys Cloud capabilities including call flows, queues, skills, DNIS-based routing, reporting, and integrations.
- Partner with engineering and vendors to define requirements, design decisions, and rollout plans for voice enhancements.
- Ensure platform configurations support multi-region, redundancy, and scalability requirements.
- Lead the integration and evolution of Conversational AI within the voice channel, including virtual agents, intent-based routing, and AI-assisted containment.
- Define standards for greetings, prompts, escalation thresholds, and transfer logic based on DNIS, region, and business rules.
- Collaborate with VUI teams to continuously improve accuracy, containment rate, and customer satisfaction.
- Serve as the primary liaison between business, operations, technology, and VUI teams.
- Lead requirement-gathering sessions (e.g., JADs), translate business needs into clear product and functional requirements, and drive alignment to decisions.
- Provide executive-ready updates, decision statements, and KPI reporting.
- Define and track success metrics such as call containment, transfer accuracy, handle time, and customer satisfaction.
- Ensure solutions meet security, compliance, and audit requirements.
- Support change management, launch readiness, and post implementation optimization.
Benefits
- insurance (including medical, prescription drug, dental, vision, disability, life insurance)
- flexible spending account and health savings account
- 16 weeks of new parent leave
- up to 20 days of bereavement leave
- 80 hours of Paid Sick and Safe Time
- 25 days of vacation time
- 5 personal days
- 10 annual paid U.S. observed holidays
- 401k with a best-in-class company match
- deferred compensation for eligible roles
- fitness reimbursement or on-site fitness facilities
- eligibility for tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
