HRS - Product Manager - AI / ML Technologies

As a Product Manager on the AI Operations team, you will play a central role in transforming our customer support platform through intelligent automation and agentic AI.

The AI Ops team is responsible for digitizing and managing a comprehensive customer support ecosystem leveraging cutting-edge AI technologies.

You will work closely with design, engineering, data science, customer support leaders, and external partners to define and build sophisticated solutions that enable frictionless customer experiences across multiple channels while driving significant operational efficiency.

CHALLENGE :

• Build an enterprise-grade AI-powered support platform that ensures seamless experiences for customers across all touchpoints, reducing support interactions by 80% through intelligent automation and self-service capabilities.
• Work with our ecosystem partners to integrate our AI-driven solutions into their existing workflows, demonstrate measurable business impact through key performance indicators, and continuously enhance value over time.
• Identify new product opportunities within our multichannel support and CX case management tools, driving a comprehensive roadmap informed by support analytics, qualitative research, customer feedback, and emerging AI / ML technologies.
• Collaborate with external vendors (Genesys, Cognigy, AWS Bedrock) to develop custom, scalable integrations that align with our unique requirements while supporting our vision for proactive, personalized customer support.
• Demonstrate strong expertise in developing and managing agentic AI systems, with the ability to optimize performance, implement robust safeguards, and continuously improve agent capabilities.
• Navigate a dynamic, fast-paced environment where you'll need to balance immediate operational needs with strategic innovation, exercising autonomy to drive product improvements and make data-driven decisions.
• Apply structured decision-making frameworks to evaluate opportunities and trade-offs, communicating recommendations through compelling narratives and product requirement documents.
• Develop a long-term vision and product strategy for the evolution of our AI support platform, effectively communicating with senior leaders to secure buy-in and align cross-functional teams toward executing the strategy.

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH :

PERSPECTIVE :

(ref : hirist.tech)