AI Product Lead - Conversational AI

Who is Interactions?

Interactions, LLC is the world’s largest independent AI company. We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries. Since 2004, we’ve helped leading companies like MetLife, Citi, and Shutterfly have millions of successful conversations, resulting in saving operational cost and increasing productivity.

Interactions’ 5-year vision is to accelerate a transition from today’s frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.

Job Description

As a member of our Professional Services team, you will be engaging with customers to drive implementation and adoption and ensure our customers' success.

We are seeking a dynamic and experienced AI Product Manager to join our team and lead the development, enhancement and Go-To-Market of our existing and emerging products.

At Interactions, we are passionate about our vision to make every interaction effortless. As a Lead Product Manager for Conversational AI, you will be a part of the team that drives product strategy towards that vision.
You will help to build strategy and roadmap to scale adoption of our AI driven products and solutions. You will collaborate with engineering and design teams, manage end-to-end product lifecycle, and innovate using AI technologies to enhance CX and increase automation. In collaboration with fellow product managers, you will ensure our products and solutions are created to drive key business outcomes. If you are passionate about AI, customer experience, and scaling global products, we’d love to hear from you.

Key Responsibilities -

• Lead the product development lifecycle from ideation to launch, ensuring alignment with business goals and customer needs.

• Research emerging AI technologies, conduct market analysis, and identify opportunities with internal and external partners to guide the long-term vision and strategy for Conversational AI

• Collaborate with internal stakeholders across engineering, compliance, security, operations, and executive management to translate business needs into an effective product strategy.

• Define and prioritize product features and requirements, creating detailed acceptance criteria and ensuring detailed epics and user stories are created.

• Experience in customer support product or self-service solutions

• Conduct user research and competitive analysis to identify opportunities for product improvement and innovation.

• Monitor product performance and user feedback, making data-driven decisions to enhance the product.

• Communicate product vision, strategy, and progress to stakeholders at all levels of the organization.

• Facilitate customer discovery sessions and collaborate with stakeholders to create amazing products.

• Conduct A/B testing, user research studies, and market research to inform product strategy and optimize customer interactions

• Maintain a healthy product backlog, writing and accepting features, and ensuring a balanced approach to meeting customer demands and achieving business goals.

• Define, analyze and communicate key success metrics to leverage for roadmap development and prioritization.

What You'll Need:

• Bachelor’s degree or equivalent practical experience

• 7+ years of product management experience with at least 3+ years focused on AI/ML/NL- based products, Virtual Assistants, or Conversational AI

• Proven track record of delivering roadmaps and bringing AI products to growth and global markets 

• Strong understanding of data science principles and experience with the latest ASR and  natural language processing (NLP) technologies, including Large Language Models (LLMs), RAG, and more in a B2B setting

• Excellent communication skills with technical and non-technical team members of various levels

• Experience with agile software development and scrum framework

Nice-To-Haves:

• Experience in customer support product or self-service solutions

• Experience with developing AI voice assistants

• Track record of running A/B tests and strong knowledge of experimentation best practices

• Experience with developing AI voice assistants

Why Work at Interactions?

We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it’s a seasonal event or friendly competition, we’re always thinking of new ways to have fun.

Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company’s success by being valued shareowners and are incentivized through individual performance and company results. Come join us!

Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.