Product Manager - Conversational AI

Job Requirements

Role/ Job Title:

Function/ Department:

Job Purpose

Roles & Responsibilities

SOP Creation & Governance:

• Draft, update, and maintain Standard Operating Procedures (SOPs) for conversational workflows across respective journeys.
• Map regulatory guardrails, escalation matrices, and exception-handling rules into clear documentation.
• Ensure adherence to SOPs across squads and identify areas requiring tighter controls.
  

Journey Imagination & Design Support

• Break down processes into simplified conversational steps with customer-friendly flows.
• Collaborate with design teams to map out alternate paths, edge cases, and fallback journeys.
• Prototype conversational journeys for new use cases and validate them through pilot runs.
  

Problem Discovery & Continuous Improvement

• Analyze transcripts, drop-offs, and feedback to identify recurring customer pain points.
• Conduct journey audits to surface friction areas and highlight missed opportunities.
• Feed discovered problems into the product backlog with detailed business context.
  

Prompt & LLM Execution

• Partner with prompt engineers to draft and refine prompts for intents related to the domain.
• Validate prompts against SOPs, compliance needs, and customer experience benchmarks.
• Flag hallucination risks, data gaps, and ambiguous language in AI responses.
  

Analytics & Tracking

• Track containment, resolution, and adoption KPIs for domain-specific journeys.
• Build and maintain reporting dashboards to monitor performance against benchmarks.
• Present weekly insights to the Functional Head for prioritization and improvement.
  

Cross-Functional Execution

• Liaise with tech, product, compliance, and operations to execute enhancements.
• Support sprint grooming, UAT cycles, and regression testing of domain-specific journeys.
• Coordinate with business and marketing teams to align on adoption and engagement drives.
  

Education Qualification

Experience: