Contact Center Product Manager II- Chat
Core
Manage the Chat channel product portfolio including chat experiences, bots, authentication flows, routing, and digital self-service to drive digital containment and reduce assisted-channel demand.
Role type
Product Manager (Chat Channel)
Builds
Chat products, bots, authentication flows, routing logic, and digital self-service capabilities
Domain
Financial Services / Customer Experience
Deliverable
product features
Required skills
product portfolio management, chat bot use case development, performance analysis (utterances, misroutes, fallbacks), KPI tracking (containment, abandonment, duration, effort), financial planning and forecasting, regulatory compliance, stakeholder liaison, product marketing, risk management
Preferred skills
knowledge of digital servicing trends, ability to evaluate new Chat services
Technologies
chat bots, authentication flows, routing logic
Responsibilities
Own and manage the Chat channel product portfolio; manage business opportunity intake and enhancement pipeline; lead new product implementation and modifications; develop and prioritize chat bot use cases; analyze chat bot performance and recommend improvements; track and report Chat channel KPIs; recommend product pricing and own Chat product financials; ensure compliance with legal and regulatory requirements; act as liaison with business partners and technology teams; coordinate with ECCI for flow design and deployment; maintain documentation for chat flows and features; establish marketing objectives and drive adoption; evaluate product performance and recommend changes; identify and escalate risk-related issues
Seniority
Mid-level, hands-on IC