Director, Product Management (Customer Experience)
Core
Lead product initiatives for LLM-based customer experience tools, defining vision and executing end-to-end development for AI-powered features that automate and personalize the consumer journey.
Role type
Director, Product Management (AI/LLM)
Builds
AI-powered customer experience tools and LLM-based features for the Coupang App
Domain
E-commerce, Generative AI, Customer Experience
Deliverable
production ML models | product features
Required skills
Product management, LLM strategy, Generative AI, Prompt engineering, Model fine-tuning, A/B testing, Causal inference, Privacy compliance, Industry trend analysis
Preferred skills
Experience scaling AI products, Deep understanding of evaluation metrics, Entrepreneurial mindset
Technologies
LLMs, Reinforcement learning, Experimentation frameworks
Responsibilities
Define and execute product vision for LLM-based CX, Lead end-to-end product development for AI tools, Partner with ML and engineering teams on infrastructure, Collaborate with design teams on UX guidelines, Drive experimentation and optimization, Ensure compliance with privacy and ethical AI standards, Monitor industry trends
Seniority
Director, strategic leadership & hands-on execution