Product Manager, Conversational AI (IVR & Chat)

Echostar-posted 3 months ago
$72,350 - $103,400/Yr
Full-time
Englewood, CO
5,001-10,000 employees
Telecommunications
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EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV. Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

  • Define and own the product vision, strategy, and roadmap for our IVR and Chat conversational AI platforms.
  • Lead the design, configuration, and ongoing management of generative AI agents for both chat and IVR channels.
  • Collaborate closely with IT, vendors and engineering teams to identify, gather, curate, and manage high-quality training data for AI models across IVR and Chat.
  • Partner with diverse stakeholders to translate business requirements into precise rules, policies, and guidelines that govern the AI agent's responses and actions.
  • Develop and implement robust quality management processes for conversational AI agents.
  • Act as the primary subject matter expert and central point of contact for all conversational AI initiatives.
  • Facilitate the review, approval, and successful deployment of new conversational AI functionalities and content.
  • Maintain comprehensive product documentation, including feature specifications, dialogue flows, business rules, training data principles, and operational procedures.
  • Bachelor's degree in Computer Science, Linguistics, Business, Marketing, or a related technical field, OR two years of relevant experience in conversational AI product management.
  • Experience with IVR design and optimization, including speech recognition and text-to-speech technologies.
  • Experience with A/B testing and experimentation methodologies for AI systems.
  • Prior experience in quality assurance or testing methodologies specifically for AI and conversational systems.
  • Deep understanding and hands-on experience with generative AI principles, natural language processing (NLP), natural language understanding (NLU), and conversational AI platforms.
  • Demonstrated experience in configuring, training, and optimizing AI chatbots or virtual assistants, with a strong emphasis on prompt engineering.
  • Experience in managing project timelines and delivering solutions in an agile environment.
  • Understanding of customer journey mapping and user experience (UX) principles for conversational interfaces.
  • Excellent cross-functional collaboration and communication skills.
  • Strong analytical mindset with the ability to gather requirements, define business rules, interpret complex data, and drive data-driven product decisions.
  • Exceptional attention to detail and a commitment to delivering high-quality, customer-centric solutions.
  • Proven ability to define product vision, strategy, and roadmaps from conception to launch for complex AI products.
  • Versatile health perks, including flexible spending accounts and HSA.
  • 401(k) Plan with company match.
  • Employee Stock Purchase Plan (ESPP).
  • Career opportunities.
  • Flexible time away plan.
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