9929 Customer Experience PM – IVR and Voice
Description:
The Company’s CS Platform Customer Experience PM – IVR and Voice (CW) will be responsible for leading the Community Support Platform Support Voice and IVR technologies product.
Community Support (CS) is a global business unit that supports millions of guests and hosts who take trips and join experiences around the world every year.
This experienced product manager will be responsible for redefining a world class customer-facing product experience that supports millions of hosts & guests on the Company’s platform and build a unique and exceptional Customer Service experience for the Company’s community at scale.
This role includes working closely with the global Operational teams who enable the thousands of agents to do their job efficiently and ensuring that we build self-solve and agent-solve products through voice / IVR digital channels very effectively to provide contextual and personalized help to our community in their time of need.
Key Responsibilities
As the Customer Experience PM – IVR and Voice (CW) you will be responsible for, but not limited to, the following:
Define the success metrics and SLAs by partnering with other cross functional leaders in CS Platform Products while keeping it up to date, relevant and aligned with objectives
Work closely with all business, ops, and product stakeholders to ensure successful end-to-end delivery of product capabilities and solutions to ensure reliable operations and SLAs are met or exceeded
Closely coordinate with cross-functional global operations, Support Products, and IT teams to ensure close alignment, clear dependencies, and streamlined execution.
Develop key interdependent roadmap sequencing across Community Support and other Platform Product teams with plans in support of Support Product leadership
Enable a seamless, consistent, efficient, and exceptional CS support experience at scale through product capabilities such as:
Bleeding-edge customer experience solutions utilizing ML and NLU to engage with customers in multiple channels (Digital Voice and IVR) and with world-class CRM and Omni-channel capabilities that powers and enables the platform support experience
Machine learning to adapt to variation in community behavior throughout their voice service journey with the Company’s app, website and CS channels
Develop, evolve, maintain and execute against a Conversational AI IVR/voice & digital channels roadmap partnering closely with the Operations teams
Natural language processes to mine improved interactions and predicts user interactions and behavior to route contacts to the appropriate CS team
Job Qualifications
6+ years product management and or product development experience in an Operations and Customer Service environment.
3+ years experience in Contact Center Technologies such as Computer Telephony Integration, Call routing, VoIP/SIP, IVR designs, Voice bots and Conversational AI.
Experience in Machine Learning / NLP systems, Automated Speech Recognition (ASR), Text-to-Speech (TTS), Speech-to-text (STT) building and managing voice personas using Synthetic Voice.
Experienced in establishing a product vision, developing roadmaps, goal setting, spec writing, managing project execution, experiment planning, UI/UX wireframing, and defining product roll-out strategies.
Demonstrated interpersonal skills to interface well with ops and business partners at all levels.
Good understanding of software development for machine-learned products and services.
Prior PM or engineering experience in voice and automated speech recognition, natural language understanding, search, data pipelines, and/or A/B testing.
PLEASE NOTE: Our client has mandated COVID-19 vaccination for their workforce, all external personnel providing services to our client are required to comply with this requirement.