Senior Associate, Digital Services - Product Owner

 

Location Designation: Hybrid - 3 days per week 

 

 

 

 

Role Overview:

The Product Owner will be responsible for working closely with our Senior Product Owner to refine and execute the roadmap for our RAG and chatbot capabilities, develop KPIs to measure success, and collaborate with various stakeholders throughout the organization to ensure alignment. The successful candidate will leverage their expertise with natural language understanding, retrieval and search technologies and methodologies, conversational design, and data curation and stewardship to create engaging knowledge and transactional chat experiences that drive operational efficiency and delight our various constituencies.

The Product Owner role offers exposure to all business units within the Service Org and requires flexible and creative thinking, as the tasks are highly variable and change often based on emerging business needs and industry trends. We are looking for outstanding individuals with excellent leadership, analytical, and communication skills, creative problem-solving abilities, project management discipline, and a passion for process improvement.

 

 

What You’ll Do:
• Contribute to the development of the strategy and roadmap for our RAG and chatbot products, identifying and implementing new and enhanced functionality that will improve the efficiency, satisfaction, and engagement of our users
• Formulate and refine existing strategies specific to RAG and chatbot capabilities, ensuring that they are aligned with the Service OKRs (Objectives and Key Results) and any complementary efforts in other digital channels, and that they leverage appropriate technologies and best practices in natural language processing, machine learning, and knowledge retrieval
• Lead and influence the end-to-end product development life cycle, including the business case, user research, design, development, testing, and deployment of new capabilities
• Ability to make timely, critical decisions and judgement calls for complex strategic projects that will impact the success of the overall Customer and Field Service Experience Program
• Ability to demonstrate collaborative leadership behaviors within a high performing, cross-functional team focused on the successful delivery of digital capabilities
• Understand competitive and industry positions and develop business cases for prioritization of new/enhanced capabilities
• Create comprehensive and concise user stories and acceptance criteria as needed to support the future digital capabilities and own oversight of all requirements and their implementation
• Develop metrics to assist management with assessing the performance of digital capabilities that support the business' strategic initiatives
• Define and gather KPIs to measure and monitor progress of digital capabilities and effectiveness on a daily, weekly, and monthly basis to inform real-time course corrections and longer-term enhancements
• Oversight of accurate and auditable product documentation
• As needed, provide oversight of day-to-day Digital needs and lead issue investigation and resolution

 

 

What You’ll Bring:
• Bachelor’s degree and/or equivalent experience

• Minimum of 5-7 years of related experience
• Experience developing/managing digital capabilities required
• Solid understanding of NLU/NLP concepts and their application in generative AI and traditional chatbot contexts
• Experience working with retrieval augmented generation and chatbot platforms and related ecosystems (Salesforce AgentForce/Einstein, Amazon Lex, OpenAI, Anthropic, etc.)
• Understanding of the SDLC, web-services integration, MCP, agentic AI approaches, and business analysis practices
• Experience managing a product/feature roadmap with multiple stakeholders
• Agile methodology experience required (SAFe experience preferred)
• Experience integrating chatbot experiences with human-in-the-loop and live chat experiences (prior experience with Salesforce AgentForce/Einstein and MIAW a plus)

 

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Pay Transparency

Salary Range: $90,000 - $140,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined ba