Product Manager, AI & Self Service

Avis Budget Group • Parsippany, NJ

2d • Onsite

About The Position

The Contact Center AI & Self-Service team at Avis Budget Group is redefining customer support through conversational AI, intelligent knowledge tools, and automation. The goal is to enhance customer experience, reduce friction, and decrease the demand on live agents. This role is crucial for driving the self-service and AI product roadmap forward, reporting to the Director, AI and Innovation for Contact Center.

Requirements

• 3+ years of product management experience, ideally with conversational AI, self-service, knowledge management, or contact center technology.
• Comfortable working with technical and data science teams; able to translate AI/ML capabilities into practical product features.
• Experience defining and tracking KPIs such as containment/deflection rate, CSAT, and revenue per interaction.
• Strong stakeholder management skills across engineering, operations, and content/knowledge teams.
• Analytical mindset with experience using conversation analytics or similar data to inform product decisions.
• A bias toward action: able to move from ambiguous problems to a clear roadmap with minimal guidance.
• Excellent written and verbal communication skills, including presenting to senior leadership.
• Curiosity about emerging AI technologies and their application to self-service and demand reduction.
• Proficient with product and collaboration tools such as JIRA and Confluence for roadmap tracking, backlog management, and documentation.

Responsibilities

• Own the product roadmap for areas within the AI & self-service ecosystem, including conversational AI (chat, voice, email, web), Knowledge Base (content, governance, retrieval), AI intelligence tools (Contact Lens, AWS speech-to-text, conversation analytics), and AI-driven channel revenue opportunities (e.g., upsell via chat).
• Define requirements and success metrics for AI-driven self-service experiences, focusing on reducing live-agent demand while maintaining or improving customer satisfaction.
• Document epics and stories in JIRA for engineering teams.
• Partner with engineering, data science, content/knowledge teams, and contact center operations to plan, build, and launch new capabilities.
• Use conversation analytics and other data sources to identify friction points, containment opportunities, and areas for AI model or content improvement.
• Manage the Knowledge Base roadmap, including governance processes and retrieval quality, to ensure accurate and up-to-date information for agents and AI systems.
• Evaluate and prioritize AI-channel revenue opportunities, such as upsell/cross-sell via chat, voice, and other self-service channels.
• Work with leadership to measure clear KPIs and OKRs in partnership with cross-functional teams and stakeholders to measure success and track progress.
• Report on roadmap progress, key metrics (e.g., containment rate, deflection, CSAT, revenue impact), and outcomes to leadership.

Benefits

• Access to Medical, Dental, Vision, Life and Disability insurance
• Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
• 401(k) Retirement Plan with company matched contributions
• Full training to learn the business and enhance professional skills
• Employee discounts, including discounted prices on the purchase of Avis/Budget cars
• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed