IT Product Manager

Chicago, IL - USA

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Please Note: As of July 22 2021 our team will require that all candidate submissions include a LinkedIn profile. Please do not submit any candidates that do not have a LinkedIn.

In this role you will shape the future of United Omnichannel Servicing Ecosystem modernizing how customers engage across chat digital servicing channels SMS RCS web emerging channels Voice Channel and 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.
Lead the strategy and multi-year roadmap for United Omnichannel Servicing Ecosystem Support Design of Customer Servicing Profile aimed at understanding customer attributes previous servicing interactions and servicing resolution efficacy
Build a tiered service delivery funnel guiding customers to the best help options/best answer potentially based on their entry point customer profile or context
Define how customers seamlessly transition between messaging voice and live agents while maintaining context and personalization.
Align messaging and automation capabilities to United broader Digital Servicing growth strategy and channel shift objectives.
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 Build Scalable Cross-Channel Capabilities
Design platform capabilities that ensure consistency across web chat app messaging SMS RCS voice and 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 etc.)

Required Skills : 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. 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.

Basic Qualification :

Additional Skills :

Background Check : No

Drug Screen : No

Rank :B2
Requested Date :

Please Note: As of July 22 2021 our team will require that all candidate submissions include a LinkedIn profile. Please do not submit any candidates that do not have a LinkedIn. In this role you will shape the future of United Omnichannel Servicing Ecosystem modernizing how customers engage acro...

Please Note: As of July 22 2021 our team will require that all candidate submissions include a LinkedIn profile. Please do not submit any candidates that do not have a LinkedIn.

In this role you will shape the future of United Omnichannel Servicing Ecosystem modernizing how customers engage across chat digital servicing channels SMS RCS web emerging channels Voice Channel and 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.
Lead the strategy and multi-year roadmap for United Omnichannel Servicing Ecosystem Support Design of Customer Servicing Profile aimed at understanding customer attributes previous servicing interactions and servicing resolution efficacy
Build a tiered service delivery funnel guiding customers to the best help options/best answer potentially based on their entry point customer profile or context
Define how customers seamlessly transition between messaging voice and live agents while maintaining context and personalization.
Align messaging and automation capabilities to United broader Digital Servicing growth strategy and channel shift objectives.
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 Build Scalable Cross-Channel Capabilities
Design platform capabilities that ensure consistency across web chat app messaging SMS RCS voice and 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 etc.)