Product Manager, Conversational Support
Core
Design and optimize conversational support experiences across chat and voice channels, bridging automated self-service (Virtual Assistant, IVR) with live agent interactions to reduce friction and improve customer satisfaction.
Role type
Product Manager, Conversational Support
Builds
Scalable support experiences integrating self-service tools, live chat, voice, and post-interaction feedback flows for Disney+ and Hulu viewers.
Domain
Streaming entertainment (Disney+, Hulu) + Customer Support + Conversational AI
Deliverable
product features
Required skills
Product roadmap ownership, cross-system integration definition, conversational AI platform familiarity, data-driven experimentation, cross-functional execution, metric definition and tracking
Preferred skills
Shipping conversational products, AI/ML in support contexts (intent classification, NLU), using AI tools for product delivery
Technologies
Virtual Assistant platforms, IVR systems, CRM platforms, API connections, localization systems
Responsibilities
Own the roadmap for support experiences across chat and voice channels; Design and optimize conversational experiences including transitions from self-service to live agents; Define integration requirements and partner with engineering for cross-system integrations; Drive product execution from requirements through launch; Identify and evaluate opportunities to apply AI and automation; Design and implement feedback mechanisms including CSAT collection; Define and track product performance metrics using data and experimentation