Program Manager Product Manager – AI (Omnichannel Servicing)
Share
Job Location:
Chicago, IL - USA
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
(Local candidates only as F2F Interview is must)
Overview
Client is transforming customer support through its Single Front Door (SFD) - an AI-powered omnichannel servicing ecosystem that unifies digital and physical touchpoints into one seamless experience.
This role will define and execute the product strategy for Uniteds Omnichannel Servicing platform modernizing conversational automation across messaging (SMS RCS Web In-App) voice and live agent channels. The focus is AI-driven personalization scalable automation and measurable operational impact.
What Youll Own
Omnichannel Product Strategy
- Lead multi-year roadmap for unified servicing ecosystem
- Design Customer Servicing Profiles (context history resolution outcomes)
- Build tiered service delivery funnels based on customer context
- Ensure seamless transitions across chat voice and live agents
- Align with digital growth and channel shift strategy
Messaging & Platform Modernization
- Conversation threading and context carryover
- CRM PNR integrations
- Identity resolution and authentication
- Channel provider integrations (SMS RCS WebChat InApp SDK APIs)
- Compliance guardrails and automation routing logic
AI-Driven Automation
- Improve intent recognition and topic classification
- Automate high-volume use cases
- Increase containment and reduce handle time
- Leverage GenAI for personalization and scalability
Cross-Functional Leadership
- Partner across Digital Tech Contact Center CX Analytics Operations
- Drive alignment from concept through launch
- Balance innovation backlog compliance and scalability
KPIs
- Automation containment
- Channel shift & digital adoption
- NPS / CSAT
- Resolution rate
- Handle time reduction
- Topic coverage & classification accuracy
Required Background
- Experience launching messaging automation or conversational AI products
- Strong exposure to telephony CRM APIs and enterprise integrations
- Data-driven product leadership
- Executive-level communication
- Deep understanding of omnichannel design and AI automation
- Comfortable operating in large regulated environments
Nice to Have
- GenAI conversational platforms
- Voice automation / IRROPS experience
- High-volume customer operations
- Multi-line-of-business platform ownership
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
