Product Manager – Artificial Intelligence

San Jose, Costa Rica (Hybrid 3 days a week in office)

The Product Experience Manager will be responsible for the creation and execution of the product strategy and roadmap for the Platform & on-going feature releases, in collaboration with key stakeholders.  You will drive growth and business success for clients through innovation, while collaborating closely with cross-functional teams to optimize your product offering and services and develop new ones.

Having a working knowledge of AI - Large Language Model integration & Machine Learning, technical communication systems & the usage of APIs to facilitate communication between the core platform and third-party integrations is a critical component of this role. You will need to be familiar with all areas of development from design to deployment to make informed judgments on which features you should prioritize for a successful product strategy. Key responsibilities will include the implementation of inbound routing strategies and proactive campaigns, LLM/ML model integration, real-time and historical reporting, CRM connectors for a unified dashboard view, & central configuration, administration and management of one or multiple Aspect solutions in an on-premises or hosted cloud environment. 

Responsibilities

Product Development & Delivery

·       Define the vision for the Product, MLPs, objectives, key results and success metrics in partnership with key teams and in alignment with broader business objectives.

·       Own & drive a Product portfolio solving problems that target high business impact for the organization and product area.

·       Ensure Product success throughout the entire lifecycle, from implementation of core Platform functionalities, and all future feature releases and supporting products, to ongoing Product support.

·       Collaborate with technical and operational stakeholders to ensure that the platform is adequately maintained and available.

·       Collaborate with technical teams & third-party vendors to facilitate API interfaces with the platform.

·       Socialize strategic plans, roadmaps, and ongoing progress to stakeholders and executives in product review forums, quarterly OKR check-ins, etc.

·       Develop & maintain a Test & Learn approach to analyze product impact, continuously iterating and building on learnings 

·       Be a subject matter expert for the Product user experience, documenting and ensuring teams are trained on standard operating procedures and workflows.

·       Drive a deeper understanding of the customer problems that your Product aims to solve and relentlessly develop solutions to address.

·       Utilize agile methodologies for sprint planning and development management, in order to drive the roadmap and release schedule.

·       Anticipate roadblocks, provide escalation management, and make conciliations to balance business needs versus constraints. 

·       Regularly update stakeholders on progress, risks & business impact. 

Product Leadership

·       Be able to think critically about the customer experience and communicate those needs to senior stakeholders

·       Provide direction and guidance to development and project teams as a thought leader, championing the needs of the customer and internal users.

·       Collaborate with internal and external teams including Tech, BI, Product, Customer Service and outsourced vendors/partners.

·       Effectively manage priorities for multiple features across technical teams, and business stakeholders.

·       Leverage strong meeting and workshop facilitation skills, and conflict resolution.

Qualifications

·       3+ years of experience in a product or programme management related field with a focus on development and technology, or equivalent experience in a leadership level role.

·       Expertise in AI technology, Large Language Model, Machine Learning, Retrieval-Enhanced Generation and other related technologies

·       Strong leadership and people management skills. Ability to influence unpopular decisions while maintaining strong working relationships. Must be able to interact effectively across functions and cultures.

·       Proven experience implementing and scaling new solutions, as well as monitoring and refining existing solutions to meet the company’s objectives, strategies, and forecasts.

·       Client services mentality, flexibility and willingness to collaborate openly with other functions.

·       Exceptional analytical skills and the ability to promptly establish priorities and communicate expectations.

·       Able to build deep client and industry knowledge, and identify trends, gaps and opportunities from data and client/industry information.

·       Experience of direct operation with agile / scrum methodologies.

·       Strong communication skills, strong sense of commitment, troubleshooting skills and ability to deliver in a fast-paced global environment.

·       Comfortable with ambiguity and able to change direction quickly when required by client or project needs.

This is a fantastic opportunity to join a growing team. The company offers life & health insurance coverage, additional annual time off, and training sponsorship program.

If this sounds like the ideal position for you apply today with an English version of your CV!