Sr. Assoc-Digital Product Manager

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Overview:

The Chat Capabilities team uses emerging AI technology to change the way that we understand, proactively engage, and deliver hyper-personalized experiences to our Cardmembers. This includes the advancement of our conversational AI platform and the optimization of existing chatbot capabilities.

We are looking for an Associate Product Manager who will be an integral member of the Automation Innovation team focused on the strategy, discovery, and execution of next generation chat automation capabilities. You will leverage relationships with the product team (Product, Data Scientists, Engineers, and business stakeholders) to shape our conversational AI customer servicing products.

Responsibilities:

• Maintain and refine the product backlog, mapping user stories to the needs of the end customer, while prioritizing for business value.
• Conduct user testing and post-launch sustainment analysis of automation and identify ways to improve the experience.
• Support the definition and creation of the product strategy, roadmap, release plan and overall user experience.
• Lead sourcing and synthesis of continuous product discovery efforts and define product requirements that provide opportunities to elevate the customer experience.
• Partner with core product team to define user stories, guide product definition, and build comprehensive acceptance criteria, identifying and elevating any need for additional research to define future feature design.
• Leverage customer data, conversational analysis, industry knowledge, and technical understanding to analyze the performance of existing solutions and develop future capabilities.
• Work with engineers, data scientists, and product managers across different value stream to deliver products that balances short-term optimization with long-term investments.
• Analyze performance metrics that indicate the health of the product and formulate clear data-informed product recommendations accordingly.

Qualifications:

• Will have a forward looking “growth mindset” with a focus on technology trends and emerging industry/domain best practices.
• Bachelor’s Degree in business, computer science, software engineering or a related field.
• Strong written and verbal communication skills as demonstrated by your ability to convey new and complex details with conciseness and clarity.
• Curiosity and hunger to know how things work and ability to use that knowledge to make connections and find opportunities with an entrepreneurial mindset and bias toward action.
• Preferred 2+ years of experience in new product development, product management, or similar role.
• A proven self-starter with the ability to manage multiple priorities and projects.
• Enthusiasm for exceptional products and services, able to empathize with customers, and skilled at articulating product functionality.

Contribution:

• Impactful Communicator. You can communicate complex ideas clearly regardless of your audience.
• Do-er. You're biased toward action; you try things and not afraid to fail. You can get around roadblocks and stay focused on your goals.
• Intellectually Curious. You ask why, you explore, you're not afraid to blurt out your idea. Comfortable with ambiguity, a hunger to learn and a seeker of new challenges.
• Learner. You have an appetite to learn new things or new technologies all while exhibiting humbleness when the time comes to ask for help.