Ai Product Manager Jobs

About The Position

Requirements

• 12+ years of Product Management experience in technology or IT CX, with a demonstrated focus on building and launching AI-powered solutions.
• Bachelor’s or Master’s degree in Computer Science, Engineering, Business or a related field with a strong emphasis on AI/ML.
• Deep Platform Expertise: Proven ownership and management of Salesforce Service Cloud and Omnichannel solutions, specifically optimizing case deflection and customer self-service channels.
• Domain Expertise: Deep expertise in Customer Support, Success, and the operational models of KCS (Knowledge-Centered Service).
• Technical Acumen: Robust background with a deep understanding of cloud architectures and machine learning platforms.
• Leadership & Influence: Exceptional communication and presentation skills, with the ability to articulate complex AI product visions and financial progress to executive audiences.
• Methodology: Expert proficiency in Agile/Scrum methodologies and leading product planning in an AI development context.

Nice To Haves

• MBA degree is a plus.

Responsibilities

• Architect Intelligent Platform: Own the strategy and delivery of a unified, AI-powered platform specializing in maximizing case deflection, optimizing intelligent case routing, and enabling seamless customer self-service.
• Ensure Market Leadership & ROI: Drive significant velocity and ensure our platform investments maintain a competitive edge, directly tying feature execution to measurable Return on Investment (ROI).
• AI-First Product Strategy & Roadmap: Define and champion the multi-year roadmap for IT CX products, prioritizing AI integration for predictive, proactive, and personalized support within the SFDC Service Cloud ecosystem.
• Product Ownership & AI Integration: Own the complete product lifecycle from ideation to delivery, managing product strategy, epics, and detailed user stories. Ensure AI is integrated where it drives the highest measurable value in workflows.
• KCS, Knowledge & Self-Service Strategy: Define the product vision for Knowledge-Centered Service (KCS) and customer self-service channels, leveraging AI to improve knowledge health and significantly increase case deflection rates.
• Cross-Functional Governance & Executive Communication: Act as the primary executive communication channel, establishing clear governance and decision-making processes to ensure product vision is aligned across business unit leaders, IT, and R&D.
• VoC, Analytics & Competitive Strategy: Utilize Voice of the Customer (VoC) and advanced analytics, alongside competitive analysis, to inform the product roadmap, prioritize permanent fixes, and develop data-driven business cases for platform investments.
• Cross-Functional AI Orchestration: Lead the effort to bridge business strategy, Data Science, and Engineering, ensuring seamless development and integration of AI models with core platforms (SFDC/Omnichannel).
• Define and Drive Success Metrics: Establish and monitor comprehensive KPIs for AI-powered features, including model performance, data quality, deflection rates, and overall product ROI.