Director of Product – Client Services Tech Enablement

This is a fully remote position, open to applicants in United States.

📋 Description

• You will take ownership of three flagship products along with the operational excellence discipline that integrates them.

• The first product is our client workflow orchestration and automation platform, which acts as the connective element across Customer Success (CS) and Operations (OPS), eliminating manual hand-offs through API integrations and orchestrating comprehensive client workflows from intake to production.

• The second product focuses on AI-driven anomaly detection within the operational pipeline, collaborating with the AI Architect on shared infrastructure to identify quality issues before they reach clients and aiming to drive defect rates down to zero.

• The third product is the client portal, which serves as the customer-facing interface for all CS and OPS activities, allowing clients to view real-time SLA telemetry, matter status, data lineage, billing visibility, and self-service functionalities that establish us as a trusted partner for their most sensitive matters.

• For all three products, you will define the key operational excellence metrics (such as cycle time, quality rate, on-time SLA, automation coverage, and first-touch resolution), instrument the platform to measure these metrics in real time, and leverage this data to prioritize tasks and validate impact.

⛳️ Requirements

• Over 7 years of experience in product management.

• A builder at heart: skilled in creating AI prototypes, writing specifications that resemble blueprints, and collaborating closely with the team rather than working solely from presentations.

• AI-native: proficient in modern generative AI (including LLMs, agents, RAG, and evaluations); has delivered AI-driven product features in a production environment.

• Extensive experience in developing internal tools, workflow automation platforms, or B2B operations software.

• Proven track record in executing automation, orchestration, and workflow consolidation projects that yield measurable improvements in speed and quality.

• Experience in launching customer-facing portals or self-service products within a B2B framework.

• Strong technical expertise; capable of comprehending intricate data workflows, API integrations, and AI/ML system design at the requirements level.

• Experience collaborating closely with Operations, Customer Success, or professional services teams.

• Established ability to translate operational challenges into product strategy and roadmaps.

• Excellent skills in stakeholder management across Operations, Engineering, and executive levels.

• Data-driven approach to prioritization, with an emphasis on measurable business impact.

• Background in hiring, developing, and leading product management teams.

🏝️ Benefits

• Competitive total compensation, which includes base salary, bonus potential, comprehensive benefits, wellness programs, and additional perks.

• Utilize market and industry data to guide compensation decisions.