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Product Leader - GenAI

12 years

0 Lacs

mumbai metropolitan region

Posted:1 week ago| Platform: Linkedin logo

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Skills Required

chatbot support vision ai data engineering orchestration crm escalation logic drive metrics leadership chat discovery research analysis prioritization management design scaling automation compliance communication

Work Mode

On-site

Job Type

Full Time

Job Description

About the Role

GenAI-powered chatbot platform

GenAI, customer experience, and operational efficiency

Key Responsibilities

  • Own the

    end-to-end product strategy

    for GenAI chatbots and conversational AI platforms used in B2C customer support
  • Build AI-first solutions to

    deflect calls, improve first-contact resolution, and enhance CSAT/NPS

  • Work closely with Data Science and Engineering teams to implement

    LLMs, RAG pipelines, intent detection, and orchestration layers

  • Translate call center workflows (IVR, CRM, ticketing, QA, escalation logic) into scalable AI-driven product features
  • Drive continuous improvement using metrics such as

    AHT, FCR, containment rate, CSAT, cost per contact

  • Partner with Ops, CX, and Call Center leadership to roll out AI solutions across voice, chat, WhatsApp, and in-app channels
  • Lead product discovery through user research, agent feedback, call log analysis, and experimentation
  • Manage roadmap prioritization, stakeholder alignment, and successful product launches

What We’re Looking For

  • 8–12 years of Product Management experience in

    B2C organizations

  • Strong background working with

    call centers, customer support platforms, or CX systems

  • Hands-on exposure to

    GenAI / Conversational AI

    (chatbots, LLMs, prompt design, RAG, NLP)
  • Experience building or scaling

    chat, voice bots, or automation platforms

  • Strong understanding of call center KPIs, workflows, and compliance requirements
  • Ability to operate in ambiguity, move fast, and balance user experience with business outcomes
  • Excellent communication and stakeholder management skills

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