Product Manager - Conversational Automation

United Airlines•Chicago, IL

1d•$112,480 - $146,540•Onsite

About The Position

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network. Come join us to create what’s next. Let’s define tomorrow, together. Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Requirements

Bachelor's degree or related experience
Management Information Systems, Cognitive Science, Informatics, Business Analytics, Digital Communications or a related analytical/human-computer interaction field
Demonstrated proficiency in at least one major CCaaS
Credentials proving the ability to manage a digital roadmap or product
4+ years in digital software product management experience
2+ years hands-on conversational AI, chatbots, intelligent IVR, virtual assistants or customer-facing messaging
1+ year in a leadership role
Deep experience writing highly detailed user stories, acceptance criteria, and managing backlogs
Solid grasp of conversational UX logic (fallback behaviors, slot-filling, and structure clear, concise customer prompting)
Ability to sit with engineers and map out how data will be read and written via transactions to a backend database
High proficiency using data analytics and visualization tools to isolate root causes of drop-offs or failures in automated paths
Familiarity with Generative AI concepts and prompt writing
Exposure to AI platforms such as Copilot, ChatGPT, Gemini, Claude, Perplexity, and NotebookLM
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position

Nice To Haves

Master's degree or related experience
Master of Science in Product Management, Business Analytics, or Information Technology Management or equivalent advanced field
Background working directly within or along side a fast-paced contact center operational eco-system and managing a vendor platform
Hands-on experience using Jira
5+ years in customer-facing digital software product management experience
3+ years hands-on conversational AI, chatbots, intelligent IVR, virtual assistants or customer-facing messaging
Familiarity with prompt engineering, retrieval-augmented generation (RAG), using internal knowledge management databases and setting constraints to avoid AI hallucinations
Ability to balance strict operational resolution goals with human-centered metrics, advocating for the customer’s emotional state during critical service journeys
Hands-on experience using AI tools in projects, internships, or work environment
Knowledge of automation platforms such as Power Automate, Copilot Studio, Zapier, or n8n

Responsibilities

Owns the execution delivery and optimization roadmap for the customer facing automated touchpoints (voice, chat, messaging).
Responsible for the day-to-day designing and building the customer automation and will be the connective tissue between operational needs and technical engineering teams.
Translate customer friction points into specific requirements, manage the product backlog, and continuously optimize and improve automated resolution, eliminate customer effort, and ensure an empathetic flawless transition to live agents when needed.
Product backlog management and sprint execution.
Own end-to-end agile lifecycle and translate roadmap into user stories and functional specifications.
Partner daily with engineers, conversations designers, and QA to lead backlog grooming, prioritization, sprint planning, and all other agile ceremonies.
Conduct continuous discovery by analyzing real customer conversation transcripts and speech data.
Map complex, multi-turn customer journeys to uncover friction and drop-off points.
Constantly refine system’s natural language understand model and expanding and tuning intent recognition.
Monitor and report on daily product health and performance metrics.
Deeply analyze automated resolution/containment rates, abandonment patterns, completion rates, and post-automation CSAT socres.
Conversational prompting to drive incremental improvements.
Contextual escalation and live-agent integration between automated channels and live agent desktop.
Ensure when a conversation requires human intervention, the product transfers the payload (including full transcripts, customer metadata, and intent history) to reduce customer and agent effort.
Primary interface for operational leaders, technical teams, QA teams, and compliance stakeholers.
Manages incoming demand pipeline for new automation use cases, vet requests for feasibility and business benefit, and keep stakeholders aligned on product release timelines.