Product Manager - Machine Learning & Intelligence Operations

We are seeking for a talented and highly motivated leader to join the Machine Learning & Intelligent Operations (MLIO) team as Vice President, Product Manager. This role will spearhead transcription and conversational insights initiatives for the bank. The MLIO team is dedicated to developing innovative solutions using AI, machine learning, and a design-thinking approach to significantly enhance both customer and employee experiences. 

As a Product Manager with Machine Learning & Intelligence Operations, you will define the strategy for your product, design, and execute on the product roadmap while embracing Agile methodology and best practices. You will lead cross-functional teams comprising technologists, data scientists, researchers, designers, and analytics members to modernize the service experience for tens of millions of customers. Your relentless focus on the customer and employee experience will help establish the team’s priorities to maximize the value of the product and the work of the modeling and development teams. 

Job Responsibilities: 

• Define the product strategy, roadmap, prioritization, and backlog for machine learning applications. 

• Analyze contact volumes and customer journey/friction points across various channels to drive product feature prioritization. 

• Lead agile product teams that include product managers, data scientists, machine learning engineers, and data analytics members. 

• Manage existing product features and actively lead the research, definition, and development of new features to advance the product roadmap and performance. 

• 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. 

• Prioritize 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 the product roadmap. 

• Stay abreast of industry trends, emerging technologies, and best practices in AI and machine learning to continuously improve product offerings. 

• Foster a culture of innovation, collaboration, and continuous improvement within the team. 

 
Required Qualifications, Capabilities, and Skills: 

• 6+ years of experience in Technical Product Management, ideally with AI/ML-related products. 

• Proven experience leading multi-disciplinary teams in a large, matrixed organization and fast-paced agile development environment. 

• Demonstrated ability to make strategic decisions while candidly challenging the status quo to drive the right employee and customer outcomes. 

• Applied experience in a variety of AI and machine learning techniques and technologies. 

• Strong technical acumen: ability to independently manage large and complex relationships with internal technology partners. 

• Ability to harness data and the power of analytics and customer insights for comprehensive strategy planning. 

• Excellent communicator with the ability to fluidly interact with senior leaders, key stakeholders, employees, and third-party vendors. 

• Preferred: Experience working in or with customer service operations. 

• Strong problem-solving skills and the ability to think creatively and strategically. 

• Experience with cloud-based AI/ML platforms and tools is a plus. 

Preferred Qualifications, Capabilities, and Skills: 

• Advanced degree in Computer Science, Engineering, Data Science, or a related field is preferred.