AI Product Manager II

Job Summary

• Drive end to end delivery of AI and automation projects within the contact center, translating business needs into scalable solutions across telephony, CRM, workforce, and customer experience platforms.
• Maximizes the delivery of value to customers in the shortest sustainable lead time.
• Identifies business and customer needs, prioritizing program level work and guiding this work through Program Kanban.
• Develops the vision and roadmap for the value stream in which they support with limited guidance of a more senior PM or Business Leader with a higher volume of work.
• Continuously defines, prioritizes, and validates requirements.
• Leads and collaborates cross-functionally while leveraging industry, customer, and competitive research, along with data analytics to deliver customer value and to achieve strategic goals and objectives.
• Provides oversight, direction and leadership to direct reports.

Essential Job Functions

• Collaborates closely with cross-functional teams, including engineers, data scientists, and business stakeholders, to identify, prioritize, and deliver high-impact AI/ML products.
• Collaborate with cross-functional teams to define the AI/ML solution vision, scope, dependencies and risks.
• Embraces continuous exploration through frequent customer interaction, user interviews and surveys, and market research; uses findings as input into the vision, roadmap and selection of features addressing those needs.
• Serves as the internal voice of the customer for the increased size Agile Release Train (ART) and works with customers and Product Owners to understand and communicate their needs and participate in the validation of the proposed solutions.
• Works closely with development, in short, integrated learning cycles, to bring the voice of the customer to the developers and the voice of development to the customer.
• Demonstrates an understanding of the business strategy by developing and maintaining the program vision that defines how their ART will work to achieve the business and enterprise objectives with limited guidance of a more senior PM or Business Leader.
• Responsible for the program roadmap to illustrate how features are intended to be implemented over time, delivering on solutions that may have enterprise impact affecting an increased level of stakeholders. In collaboration with System Architect, defines and maintains the Nonfunctional Requirements (NFRs) and other enabler work to ensure the solution meets relevant standards and other system quality requirements.
• Works with Epic Owners to develop the Lean business case for Epics that affect one or more ARTs. Responsible for building an effective Product Management/Product Owner team to ensure efficient and effective development.
• Aids in the development of the Product Owners on their train. Contributes to the job satisfaction that comes with being part of a high-performing team, one that routinely delivers on its quality and vision commitments.
• Responsible for ongoing communication and transparency of the program vision and roadmap.
• Continuously develops and communicates the vision to the development teams and defines the features of the system.
• May oversee direct reports in individual contributor roles such as Product Owners or Analysts.
• Supports the department overall for the professional development and management oversight to ensure employee engagement and continual improvement within the team.
• Actively participates in biweekly System Demos, including the aggregated System Demo performed end of the Program Increment (PI).
• Actively involved in the assessment of Metrics, including evaluation of business value achieved versus plan, and are active participants in the Inspect and Adapt workshop. During PI planning, responsible for presenting the vision, which highlights the proposed features for the PI, along with any relevant upcoming Milestones.
• Also act as a Business Owner for the train, with the responsibility of approving PI Objectives and establishing business value.
• Manages the flow of complex work due to medium to large ART size, increased stakeholders and/or internal and external dependencies through the program Kanban.
• Maintains accountability for content decisions for the ARTs and continuously defines, prioritizes, and validates features.
• Embraces changes as indicated by being receptive to emerging knowledge and information that can be quickly fed back into the solution and/or used in prioritization.
• Able to make these decisions with limited support.
• Responsible for defining release readiness.
• Owns the decision of when enough value has been accrued to warrant a release to the customer with limited approval required.
• Performs other duties as assigned.

Education Requirements

• High school diploma or equivalent required. Bachelor's degree preferred. SAFe Product Manager Certified within 180 days of hire required.

Experience Requirements

• Product/Project Management experience in leading AI projects highly preferred.
• 5-7 years Product and/or Operations Management experience or related experience required. 
• 2 years experience in PM I role or similar role preferred. 3-5 years leadership experience preferred.