Conversational AI Product Manager

Job Description

In this new highly-visible role, you will act as the product manager to shape and execute Discover’s servicing innovation strategy through bot/AI integration across our conversational messaging channels. You will enable our conversational UX strategy to scale by collaborating with analytics, technical, and design teams to iteratively automate answers to customer’s questions.

This role is located in Riverwoods/Chicago, IL.

Primary Responsibilities And Duties
 

·         Represent our cardmembers and act as an empowered decision-maker to deliver on our automation goals and vision to deliver an improved customer experience

·         Process input from users, stakeholders, and leadership to create and prioritize product backlog by documenting user stories in an agile environment with technology and design

·         Act as an advocate for the team and understand the bot, messaging, and conversational servicing space

·         Partner with analytics team to prioritize inquiry automation based on complexity and impact of inquiries

·         Support with business cases, success metrics, design thinking, customer feedback, and competitive analysis

·         Define how the bot and human agent responses interact together and are displayed to customers

·         Activate and leverage vendor and technology teams to deliver integration with different customer service providers and channels

·         Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
 

Skills

Skills Required:
 

·         3+ years of experience in digital product management

·         1+ years of experience developing digital products using Agile methodology

·         A passion and curiosity for making change and redefining how we service our customers in the easiest way possible

·         Strong product management background: set the priorities, identify stakeholders, track and share status with leadership, identify and resolve blockers

·         Action-oriented and a drive to test and learn; move fast while ensuring quality

·         Experience in managing complex, technical projects

·         Ability to identify challenges that stand in the way of achieving short- and long-term goals and rally people around problem-solving it

·         High willingness to learn and improve

·         Experience in writing copy that sounds like a human, and not from a company

·         External industry knowledge related to AI and chatbots

·         Excellent written and oral communication skills, attention to detail

Skills Preferred
 

·         Bachelor’s degree

·         Technical literacy with API integration, NLP, and AI; you can understand these and clearly speak to them with vendors and tech teams

·         Lean Six Sigma training/certification

·         Experience in managing customer-facing conversational channels

·         Experience with natural language intent mapping and decision trees