Senior Product Manager, CX Automation

Responsibilities

• Own the product roadmap and end-to-end delivery for chat, voice, and proactive support surfaces, defining how automated and human-assisted interactions flow across channels.
• Drive automation rate and CSAT improvements by identifying opportunities to deflect contacts, reach out proactively, and optimize handoff from automated to human-assisted resolution.
• Build AI-integrated capabilities across support surfaces by partnering with the Intelligence team (ML/LLM) and 3P AI vendors for intelligent routing, AI-assisted responses, and automation workflows.
• Partner with Engineering, CX Operations, Data Science, and Compliance to ensure support surfaces built on Amazon Connect, Sprinklr, and internal platforms are reliable, scalable, and compliant.
• Shape P&L impact through tooling optimization and deprecation, evaluating build-vs.-buy tradeoffs and scoping emerging CX technologies.
• Execute cross-functional delivery across Surfaces, Foundation, and Intelligence platform layers for seamless customer and agent experiences.

Requirements

• 7+ years of product management experience with depth in both customer-facing product surfaces (front-end UX) and platform/systems work (back-end APIs, integrations, data flows).
• Experience building or scaling AI-powered customer support products, including automation workflows, intelligent routing, chatbots, or LLM-based assistants across chat, voice, or self-service channels.
• Track record of defining and tracking success metrics across complex funnels (automation rate, CSAT, deflection rate, resolution time) and using data to drive prioritization.
• Demonstrated ability to work across multiple SaaS platforms (e.g., Amazon Connect, Sprinklr, Salesforce) and partner with engineering on session management, integrations, and system architecture.
• Experience partnering across multiple product groups and stakeholders without owning end-to-end UX, with proven ability to influence outcomes in a matrixed environment.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.