Director, Product Owner

Job Classification:

Technology - Project Mgmt/Business Analysis

We’re seeking a Lead Product Owner to define and deliver our enterprise Conversational & Agentic AI strategy across voice, chat, and digital self-service. You’ll drive the roadmap forward for IVR modernization, intelligent chatbots capabilities, integrating with CCaaS platforms and core enterprise systems to create measurable business impact—higher containment, lower cost per contact, better CSAT, faster resolution, and a truly effortless experience for customers and employees.
 

This is a highly visible role at the forefront of how our technology serves clients. You’ll partner across business, operations, design, and engineering, bringing a bias for action and a track record of shipping AI-powered customer-service products at scale.

This position is a hybrid role based out of Fort Washington, PA or Newark, NJ. While a virtual working arrangement may be considered for the right candidate, there will be an expectation of travel as necessary.

What You’ll Do
Strategy & Roadmap

• Define and evolve a data-driven Conversational & Agentic AI strategy aligned to enterprise goals (automation, CX, cost, quality, risk).
• Lead buy/build/partner decisions; develop business cases, TCO/ROI models, and measurable value hypotheses.
• Own and continuously refine the product roadmap, features, and OKRs across journeys (voice, chat, messaging, web/mobile self-service).

Execution & Delivery

• Own the product backlog (epics, features, user stories, acceptance criteria), prioritize ruthlessly, and run iterative, outcome-focused releases.
• Drive cross-functional delivery with engineering, data science, design, and operations; coordinate dependencies with marketing, compliance, risk, and legal.
• Lead demos, stakeholder communications, and change management to drive adoption (agents, supervisors, operations leaders).
   

Technology & Integration

• Build and scale solutions on modern CCaaS and CRM AI stacks
• Shape next-gen conversational and agentic capabilities
• Integrate with CRM (Salesforce/Dynamics), ITSM (ServiceNow), knowledge systems, telephony, and other systems
• Partner on Responsible AI: privacy/PII and PCI considerations, guardrails, human-in-the-loop, monitoring, auditability, and model risk management.

Outcomes & Insights

• Define and monitor KPIs such as containment/deflection rate, FCR, AHT, transfer and escalation rates, CSAT/NPS, self-service adoption, cost per contact, and agent assist impact.
• Run experiments (A/B), measure impact, and iterate to continuously improve outcomes

What You’ll Bring
Experience

• 10+ years in product management/ownership (or equivalent), including 4+ years delivering conversational AI/contact center solutions at scale.
• Proven success shipping voice/chatbots, IVR modernization, and agent-assist capabilities integrated with CCaaS and enterprise systems.

Core Expertise

• Conversational AI & Agentic AI (tool-use orchestration, grounding/RAG, prompt strategy, evaluation & observability).
• Contact center domain: routing, IVR, speech analytics, WFM/QM, workforce optimization.
• Data fluency: funnel analytics, KPI instrumentation, experimentation, and making data-driven decisions.
• Technical literacy sufficient to partner with engineering: APIs/integration patterns, event streaming (e.g., Kafka), cloud (Azure/AWS), security/compliance.

Leadership & Collaboration

• Strategic, outcome-oriented leader with a bias for action and comfort with ambiguity.
• Excellent communicator able to influence at all levels and align stakeholders around vision and value.
• Demonstrated ability to lead cross-functional teams through complex, multi-journey initiatives.

Preferred

• Experience with AI-powered CCaaS (Genesys Cloud, Amazon Connect, NICE CXone; Five9/Twilio Flex a plus).
• Knowledge of life insurance & annuity servicing and digital self-service
• Familiarity with LLMs (Azure OpenAI/OpenAI/Anthropic/Vertex), vector s