Director Product Management II
Core
Lead product management for Interactive Voice Response, Voice AI, and conversational automation across the Financial Solutions contact-center ecosystem.
Role type
Director, Product Management
Builds
Automated and assisted servicing experiences for financial institutions, corporations, merchants, and consumers
Domain
Fintech, Payments, Contact Center Technology
Deliverable
production ML models
Required skills
Product strategy and roadmap definition, End-to-end product lifecycle management, Stakeholder coordination (operations, fraud, risk, compliance, cybersecurity), Team leadership and coaching, Data-informed decision-making, Testing and monitoring framework design
Preferred skills
Cloud contact-center platform experience (Microsoft, Amazon Connect, Genesys, Google, Sierra, Cresta), Legacy IVR modernization, Omnichannel service, Agent-assist solutions, Voice biometrics, Workforce management
Technologies
Interactive Voice Response, Voice AI, Natural Language Understanding, Natural Language Processing, Generative AI, Large Language Models, Routing, Orchestration, APIs
Responsibilities
Define product vision and roadmap for IVR and Voice AI, Translate client needs into actionable product plans, Own product lifecycle from opportunity to optimization, Partner with operations to analyze call drivers and automation opportunities, Coordinate cross-functional partners to resolve delivery issues, Establish product objectives and performance metrics, Lead and develop team members
Seniority
Director, hands-on IC with team leadership
