Overview
Overview
Product Manager, Omnichannel Servicing (Modernizing the Path to Help)
Location: Hybrid (Chicago, IL)
Pay Rate: $97.43/hr
Role Overview
We are seeking a Product Manager to help modernize a “Single Front Door” customer help experience—an AI-powered, omnichannel servicing ecosystem designed to deliver seamless, personalized, and scalable support across digital and physical touchpoints.
In this role, you will shape an Omnichannel Servicing Ecosystem spanning messaging (SMS, RCS, web and emerging channels), voice, and in-person engagements. You will drive the evolution of conversational automation and enabling platform foundations to deliver an enterprise-grade experience rooted in AI, personalization, and operational scalability.
Top Skills Required
Messaging, Automation, or Conversational AI Product Delivery: Proven experience delivering messaging platforms, automation, or conversational AI products, ideally in complex and regulated environments.
Technical & Cross-Functional Domain Navigation: Strong ability to operate in technically complex ecosystems (telephony, CRM/identity, API ecosystems, automation platforms) while aligning multiple cross-functional products and teams.
Executive Communication & Storytelling: Exceptional executive communication skills with the ability to craft clear narratives, drive alignment, and influence stakeholders through storytelling and structured decision-making.
Key Responsibilities
Own the Omnichannel Product Strategy: Lead strategy and roadmap for an omnichannel servicing ecosystem and align capabilities to broader digital servicing growth and channel shift goals.
Design Customer Servicing Profile Capabilities: Support creation of a customer servicing profile that incorporates attributes, prior interactions, and resolution efficacy to improve personalization and outcomes.
Build a Tiered Service Delivery Funnel: Define funnel logic that guides customers to the best help options based on entry point, profile, and context, and enables smart routing between automation and live support.
Modernize Messaging Foundations: Simplify and evolve messaging platform foundations including conversation threading, context carryover, CRM/record associations, identity/authentication, channel provider integrations, and compliance guardrails.
Deliver Scalable Cross-Channel Capabilities: Ensure consistent experiences across web chat, app messaging, SMS, RCS, voice, and future channels while balancing channel constraints with servicing workflows.
Integrate AI for Intelligent Servicing: Leverage AI/GenAI to improve intent recognition, topic classification, automation of high-volume use cases, containment performance, and handle time reduction.
Drive End-to-End Ecosystem Integration: Partner across technology, operations, analytics, and platform partners to ensure end-to-end journeys, channel readiness, quality optimization, and performance stability.
Lead from Concept to Launch: Translate insights into requirements, drive prioritization trade-offs, manage backlog balance (innovation vs defects vs constraints), and ensure delivery outcomes.
Measure What Matters: Define and monitor KPIs (containment, channel shift, NPS/CSAT, resolution rate, handle time, topic coverage, classification accuracy) and create continuous insights-to-action optimization loops.
Required Qualifications
Proven experience delivering messaging, automation, or conversational AI products in complex environments.
Strong partnership experience across engineering, design, analytics, and operations.
Experience navigating technically complex domains (telephony, CRM integrations, API ecosystems, automation platforms).
Exceptional executive communication and storytelling skills.
Ability to connect consumer messaging behaviors to enterprise-grade servicing workflows.
Comfort operating in ambiguity while driving measurable transformation outcomes.
Nice to Have
Data-driven decision-making mindset with strong analytics fluency.
Deep understanding of omnichannel experience design and AI-driven automation strategy.
Experience with AI/GenAI conversational platforms.
Background in voice automation and/or high-volume customer operations.
Experience building platform products serving multiple lines of business.
< Back To All Jobs