Product Manager

Job Overview:
Welcome to DAZN, the world’s leading live OTT sports service. Disrupting an industry isn’t easy! DAZN is playing more hours of live sport than any other company anywhere in the world! As we bring new ideas to market and evolve our product, it’s essential that we execute to a high standard in Customer Services and evolve our model in service to looking after our fans.  Are you passionate about shaping the future of AI-driven communication?
🚀 We’re seeking a visionary Product Manager to lead our Conversational AI initiatives, designing intelligent, scalable, and customer-centric solutions that deliver seamless communication and first-time resolution. As a Product Manager - Conversational AI, you will spearhead the end-to-end development of cutting-edge conversational systems powered by AI. This role demands a blend of deep technical expertise, strategic product vision, and practical experience in AI and machine learning technologies. Collaborating with cross-functional teams, you’ll drive the creation of scalable, high-performing AI solutions that transform customer interactions and optimize operational efficiency. 

Key Responsibilities:

• Define and execute a strategic roadmap for conversational AI platforms, ensuring alignment with organizational objectives and customer needs.
• Lead end-to-end product lifecycle management, including concept development, production deployment, and iterative improvement.
• Establish and track clear, measurable KPIs to evaluate the performance and success of conversational AI systems.
• Conduct thorough market research to identify emerging trends, technologies, and best practices in conversational AI, NLP, and generative AI.
• Document detailed technical requirements, including architecture, data pipelines, and API designs for conversational models.
• Collaborate with UX/UI teams to create intuitive, engaging, and accessible conversational interfaces.
• Translate customer pain points and business challenges into technically feasible, impactful product solutions.
• Leverage expertise in NLP models (e.g., Transformer-based architectures, GPT, BERT) to guide their application for targeted use cases.
• Drive the development and optimization of core AI components, including natural language understanding (NLU) models, dialog management systems, and generative AI models.
• Define metrics and frameworks to evaluate model accuracy and conversational success rates, partnering with analytics teams for real-time performance insights.
• Architect scalable solutions to manage high-volume conversational interactions across diverse channels.
• Ensure compliance with data privacy regulations (e.g., GDPR) when processing sensitive user data.

You’ll be set up for success if you have:

• Extensive Experience working with large language models (LLMs) and fine-tuning them for specific domain requirements.
• Expertise in conversational design principles and tools and techniques.
• Proficient in building and deploying conversational AI solutions.
• Solid understanding of machine learning concepts, NLP techniques, and model evaluation methods.
• Experience designing scalable architectures for conversational systems, including cloud-based deployments.
• Strong experience working with RESTful APIs, webhooks, and third-party integrations.
• Proficiency in Python or another relevant programming language for prototyping and understanding engineering implementations.
• Proven ability to bridge technical details and business priorities to develop impactful product strategies.
• Strong understanding of customer service workflows and systems (e.g., CRM platforms like Salesforce or Zendesk).
• Familiarity with ASR (Automatic Speech Recognition) and TTS (Text-to-Speech) systems for voice interfaces

Personal Attributes:

• Analytical mindset with a data-driven approach to problem-solving.
• Ability to communicate complex technical ideas to non-technical stakeholders.
• Experience managing cross-functional teams in an agile environment.