Manager, Product Management

Manager, Product Management

The Product Manager Voice Channels will own the strategy, roadmap, and execution of voice-based customer experiences across Genesys Cloud and Conversational AI (CAI) platforms. This role partners with business stakeholders, operations, engineering, VUI design and other Mastercard teams to modernize IVR, agent-assisted voice flows, and AI-driven call handling while ensuring scalability, reliability, and measurable business outcomes.

Key Responsibilities

• Product Strategy & Roadmap
• Own the end-to-end product strategy for voice channels, including IVR, call routing, agent experiences, and Conversational AI integrations.
• Define and manage the product roadmap aligned to business priorities, operational efficiency, and customer experience goals.
• Drive modernization initiatives such as Genesys migration and voice self-service enablement.
• Genesys & Voice Platform Ownership
• Act as product owner for Genesys Cloud capabilities including call flows, queues, skills, DNIS-based routing, reporting, and integrations.
• Partner with engineering and vendors to define requirements, design decisions, and rollout plans for voice enhancements.
• Ensure platform configurations support multi-region, redundancy, and scalability requirements.
• Conversational AI (CAI)
• Lead the integration and evolution of Conversational AI within the voice channel, including virtual agents, intent-based routing, and AI-assisted containment.
• Define standards for greetings, prompts, escalation thresholds, and transfer logic based on DNIS, region, and business rules.
• Collaborate with VUI teams to continuously improve accuracy, containment rate, and customer satisfaction.
• Stakeholder & Cross Functional Leadership
• Serve as the primary liaison between business, operations, technology, and VUI teams.
• Lead requirement-gathering sessions (e.g., JADs), translate business needs into clear product and functional requirements, and drive alignment to decisions.
• Provide executive-ready updates, decision statements, and KPI reporting.
• Delivery, Metrics & Governance
• Define and track success metrics such as call containment, transfer accuracy, handle time, and customer satisfaction.
• Ensure solutions meet security, compliance, and audit requirements.
• Support change management, launch readiness, and post implementation optimization.

Required Qualifications

• 10+ years of experience in Product Management, with strong focus on Voice / Contact Center platforms.
• Hands-on experience with Genesys Cloud (IVR, routing, queues, DNIS, reporting).
• Proven experience delivering Conversational AI or IVR self-service solutions.
• Strong background in requirements documentation (FRD/BRD, decision logs).
• Ability to translate complex technical concepts into business-friendly language.
• Experience working in large, matrixed enterprise environments.

Preferred Qualifications

• Experience with cloud contact center migrations.
• Familiarity with AI/NLP concepts, virtual agents, and escalation strategies.
• Experience supporting global or multi-region voice operations.
• Background in financial services or regulated industries.

Key Skills & Competencies

• Voice & IVR Product Strategy
• Genesys Cloud
• Conversational AI / Virtual Agents
• Requirements & Decision Documentation
• Stakeholder Management
• Data driven Decision Making
• Executive Communication

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact View email address on click.appcast.io and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.