Product Associate

Join our collaborative environment, where you'll contribute to our strategy and make an impact on product success. Grow your skills, participate in product planning, and define user workflows while working alongside experienced product managers. Don't miss this opportunity to be part of a dynamic team and promote innovation in customer experiences. As a Senior Product Associate in the Machine Learning and Intelligence Operations team, you play a crucial role in supporting the product development process and contributing to the discovery of innovative solutions that address customer needs. Working closely with the product management team and cross-functional partners, you contribute your skills and insights to help ensure the success of our product offerings. As a valued member of the team, you have the opportunity to learn and grow in a dynamic and fast-paced environment, making a tangible impact on our products and customer experiences. Job responsibilities Support the product strategy, roadmap, prioritization, and backlog for machine learning application for customer service (Agent Assist) Analyze contact volumes and customer journey/friction points across a variety of channels to drive product feature prioritization Coordinate activities of agile product team that includes research, design, data scientists, machine learning engineers, and data analytics members Manage existing product features and collaborate on the research, definition and development of new features to advance the product roadmap and performance Help to maximize product value delivered through backlog creation, management, and prioritization of epics and user stories Partner with user research and business / operations teams to analyze and ideate customer experience, behavior, and improvement opportunities Refine strategies and solutions to enhance self-service utilization and reduce customer contact volume Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance and Technology to ensure readiness to deliver on product roadmap Required qualifications, capabilities, and skills 8+ years experience in Product Management Experience in Technical Product Management, ideally with AI / ML related products Familiarity with multi-disciplinary teams in a large, matrixed organization and fast paced agile development environment Demonstrated ability to contribute to strategic decisions, while vocally participating in team activities and adding value on execution activities Technical acumen; ability to grasp and help manage complex relationships with internal technology partners Ability to effectively leverage the power of analytics and customer insights for robust outputs Strong communicator with ability to fluidly interact with leaders, stakeholders, employees and third party vendors Preferred Experience working in or with customer service operations