Technical Product Manager

Own the product vision, roadmap, and backlog for AI in Customer Operations Act as product owner for an engineering team within a scaled agile planning cadence Lead product discovery with customer service and digital platform stakeholders Identify, prioritize, and validate high-value AI use cases with defined success metrics Develop PRDs, user stories, and functional specifications for AI-driven capabilities Define assistant and agent behaviors, conversation and escalation flows, knowledge grounding and retrieval strategy, and guardrails Create, test, iterate, and publish production-ready prompts and agent configurations Define AI evaluation frameworks, set launch quality bars, monitor production behavior, and drive continuous improvement Advise stakeholders on build-versus-buy-versus-configure decisions across the enterprise AI platform landscape Manage product development cycles with internal engineering and external vendor resources Oversee test planning, system integration testing, validation of results, and issue resolution Partner with legal, compliance, privacy, and security stakeholders to deliver AI capabilities responsibly Work with end users to drive adoption through training, enablement, feedback loops, and usage support Requirements Bachelor's degree in Computer Science, Information Systems, Business, or a related field 6+ years of relevant product management or related work experience Demonstrated experience defining, deploying, and iterating on AI-enabled solutions and automations in an enterprise or B2B/B2C product environment Experience implementing LLM-enabled automation workflows, agentic AI, or custom generative AI solutions in production Familiarity with LLM APIs, retrieval-augmented generation, knowledge grounding, function/tool calling, and agent orchestration frameworks or platforms Hands-on prompt engineering experience Experience evaluating and monitoring AI quality Current working understanding of LLM capabilities and tradeoffs 3+ years of product management experience in customer service, CX technology, enterprise e-commerce, or customer platform domains Strong understanding of customer service operations, including contact center technologies, case management, and service metrics Familiarity with enterprise CRM platforms; Salesforce strongly preferred Proven experience with customer-facing digital platforms and portals in B2B environments Track record of improving customer satisfaction and operational efficiency through technology initiatives Ability to operate independently as product owner for a team Strong leadership, collaboration, verbal, and written communication skills Technical depth to engage engineers on AI architecture and design tradeoffs Strong problem-solving and analytical skills Comfort operating in a regulated healthcare environment with compliance, privacy, and responsible AI considerations Core Competencies Demonstrates expertise in product management for AI-driven solutions, with a strong focus on customer operations and the ability to define and iterate on AI capabilities. Proficient in managing product development cycles, collaborating with stakeholders, and ensuring compliance in regulated environments. Highest-signal resume keywords Product Management Experience AI-Enabled Solutions Development Prompt Engineering Customer Service Operations Knowledge LLM API Familiarity ATS Optimization Keywords Hard Skills AI Use Case Validation Product Roadmap Development PRD and User Story Creation AI Evaluation Frameworks Automation Workflow Implementation Agent Orchestration System Integration Testing Data Analysis Technical Architecture Engagement Continuous Improvement Strategies Soft Skills Leadership Collaboration Verbal Communication Written Communication Problem-Solving Industry Keywords Customer Experience Technology B2B/B2C Product Environment Regulated Healthcare Environment Compliance Privacy Tools & Technologies Salesforce Enterprise CRM Platforms Digital Platforms Contact Center Technologies Case Management Systems #J-18808-Ljbffr