ServiceNow-posted 3 months ago
Orlando, FL
5,001-10,000 employees
Professional, Scientific, and Technical Services

We're seeking a passionate and detail-oriented AI Business Product Manager with an emphasis on data science and product analytics for our Customer Support and Services (CSS) Business Product Management team. The ideal candidate is naturally curious, enjoys analyzing user behavior, product performance, and turning AI system outputs to drive enhancements in AI response quality. Strong analytical, communication and documentation skills are key, as you'll often translate data findings into clear, actionable strategies for technical and non-technical stakeholders.

  • Analyze data related to customer service interaction data, AI performance, user behavior, and product usage to uncover actionable insights
  • Translate analytical findings into product requirements and business recommendations
  • Collaborate closely with product managers, and engineering teams to inform and validate improvements in AI functionality
  • Support development and measurement of KPIs related to AI response effectiveness and user satisfaction
  • Identify patterns, anomalies, and areas of opportunity through exploratory data analysis
  • Document analytical requirements, assumptions, processes, and findings clearly and thoroughly
  • Clearly communicate insights, strategies, and performance results to stakeholders across the organization
  • Drive continuous improvement through experimentation, A/B testing, and feedback loops
  • 5+ years of experience in a business or product analyst role, preferably in tech or AI domains
  • Bachelor's degree in business, Data Science, Computer Science, Economics, or related field
  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
  • Strong proficiency in SQL and data visualization tools (e.g., Tableau, Power BI)
  • Familiarity with Python, R, or similar for data analysis is a plus
  • Exceptional ability to analyze complex datasets and derive strategic business insights
  • Excellent documentation and communication skills; ability to bridge business and technical teams
  • Strong curiosity and a proactive mindset toward data exploration and product impact
  • Experience building new products that use challenging algorithms
  • Experience in delivering highly scalable services in the enterprise world
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