Product Manager – Omnichannel Servicing

Chicago, IL - USA

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Position : Product Manager Omnichannel Servicing (Program Manager IV)

Location : Chicago IL

Duration : 6-8 Contract Possible extension/Conversion

Modernizing the Path to Help

Role Summary

We are transforming how customers access help through our Single Front Door (SFD) - a unified AI-powered omnichannel servicing ecosystem designed to deliver seamless personalized and scalable support across digital and physical touchpoints.

In this role you will shape the future of Omnichannel Servicing Ecosystem modernizing how customers engage across:

Chat
Digital servicing channels (SMS RCS Web emerging channels)
Voice Channel
Physical engagements

You will drive the evolution of conversational automation and infrastructure to create a consistent enterprise-grade servicing experience rooted in AI personalization and operational scalability.

You will partner closely with:

Digital Technology (DT)
Contact Centers
Customer Experience / Brand
Analytics
Operations
External platform partners

You will deliver measurable impact across:

Containment
NPS
Channel shift
Automation performance
Operational efficiency

What Youll Do

1. Own the Omnichannel Product Strategy

Lead the strategy and multi-year roadmap for Uniteds Omnichannel Servicing Ecosystem
Support design of Customer Servicing Profile aimed at understanding:
- Customer attributes
- Previous servicing interactions
- Servicing resolution efficacy
Build a tiered service delivery funnel guiding customers to the best help options/best answer potentially based on:
- Entry point
- Customer profile
- Context
Define how customers seamlessly transition between:
- Messaging
- Voice
- Live agents
  while maintaining context and personalization
Align messaging and automation capabilities to Uniteds broader Digital Servicing growth strategy and channel shift objectives

2. Modernize Messaging Foundations

Simplify and evolve complex messaging foundations including:

Conversation threading and context carryover
CRM and PNR associations
Identity resolution and authentication
Channel provider integrations (SMS RCS InApp SDK WebChat messaging APIs etc.)
Compliance guardrails and policy enforcement
Automation routing and tiered service funnel logic

3. Build Scalable Cross-Channel Capabilities

Design platform capabilities that ensure consistency across:
- Web chat
- App messaging
- SMS
- RCS
- Voice
- Future digital entry points
Establish automation parity across channels to support scalable containment growth
Balance native channel constraints with airline servicing workflows:
- IRROPS
- Reservations
- MileagePlus
- Ancillary servicing

4. Integrate AI to Drive Intelligent Servicing

Leverage AI and GenAI to:

Improve intent recognition and topic classification
Automate high-volume servicing use cases
Improve containment and reduce handle time

5. Deliver End-to-End Ecosystem Integration

Partner with Contact Center Digital Technology Customer Data and Product teams to ensure seamless end-to-end journeys
Ensure new channel launches are supported by:
- Quality optimization
- Defect resolution
- Performance readiness

6. Lead from Concept to Launch

Translate customer insights and operational needs into clear product requirements
Drive cross-functional alignment across internal teams
Manage prioritization trade-offs across:
- Innovation
- Defect backlog
- Scalability
- Regulatory constraints

7. Measure What Matters

Define and monitor KPIs including:

Automation Performance (Containment)
Channel shift and digital adoption
NPS / CSAT
Resolution rate
Handle time reduction
Topic coverage and classification accuracy
Establish insights-to-action loops to continuously optimize platform performance

What Youll Bring

Required Qualifications

Proven experience delivering messaging automation or conversational AI products in complex regulated environments
Strong partnership experience across engineering design analytics and operations
Experience navigating technically complex domains:
- Telephony
- CRM integrations
- API ecosystems
- Automation platforms
Data-driven decision-making mindset with strong analytics fluency
Exceptional executive communication and storytelling skills
Ability to connect consumer messaging behaviors (iMessage WhatsApp SMS Gmail) to enterprise-grade airline servicing workflows
Deep understanding of omnichannel experience design and AI-driven automation strategy
Comfort operating in ambiguity while driving measurable transformation outcomes

Preferred Qualifications

Experience with AI / GenAI conversational platforms
Background in voice automation IRROPS servicing or high-volume customer operations
Experience building platform products that serve multiple lines of business

Position : Product Manager Omnichannel Servicing (Program Manager IV) Location : Chicago IL Duration : 6-8 Contract Possible extension/Conversion Modernizing the Path to Help Role Summary We are transforming how customers access help through our Single Front Door (SFD) - a unified AI-...