Forward Deployed AI Product Manager

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

📋 Description

• Act as the main point of contact for Product-related inquiries from retail, e-commerce, and hospitality clients.

• Manage relationships across various stakeholders including contact center operations, guest experience, digital commerce, IT, and store operations.

• Facilitate structured discovery sessions that encompass interviews, order journey mapping, queue observations, agent side-by-sides, and document reviews.

• Link client operational challenges to the capabilities of the Talkdesk AI platform.

• Evaluate pre-sales Statements of Work for scope, feasibility, and alignment with design objectives.

• Transform real-world workflows into organized product and configuration requirements.

• Ensure the quality and thoroughness of Autopilot design and specification documents for engineering handoffs.

• Establish business KPIs in collaboration with clients.

• Maintain scope discipline during UAT and manage out-of-scope requests through change-order processes.

• Oversee deployments from the initial pilot kickoff through to the go-live phase.

• Coordinate timelines, stakeholder communication, change management, and iterations for production-ready deployments.

• Develop testing criteria and perform manual validation prior to client UAT.

• Collaborate with legal, privacy, and security teams on requirements related to PCI DSS, TCPA, GDPR, and CCPA.

• Drive client UAT to successful completion, including on-site travel for key accounts.

• Monitor deployed Autopilots post-launch and address any field issues that arise.

• Ensure that clients and Customer Experience Managers can track business success metrics.

• Document ROI proof points and narratives for scaling.

• Highlight field insights and product gaps to inform the core product roadmap.

• Contribute to the development of knowledge bases, playbooks, and templates for the FDPM practice.

⛳️ Requirements

• A minimum of 5 years’ experience in retail, e-commerce, or hospitality sectors.

• Practical experience in customer-facing or back-office operations within retail/e-commerce service, hospitality, or restaurant operations.

• Proven track record in a client-facing delivery role such as implementation, technical project management, solution consulting, or customer success.

• Capability to comprehend and map intricate guest and shopper journeys into structured requirements and prioritized problem statements.

• Excellent written and verbal communication skills.

• Proficient in presenting to VP/C-suite stakeholders and facilitating communication between operational and technical teams.

• Familiarity with TCPA outbound contact regulations, PCI DSS payment processing, CCPA, GDPR, and brand compliance standards.

• Comfortable navigating ambiguity and providing structure amidst uncertainty.

• Experience with agentic workflows and a strong interest in AI and automation.

• Willingness to travel up to 25–35% to client locations.

• Preferred: Experience with retail, e-commerce, OMS, POS, PMS, or loyalty technology vendors.

• Preferred: Previous experience in a startup or rapidly growing technology firm.

• Preferred: Knowledge of CCaaS, IVR, or conversational AI platforms such as Talkdesk, Genesys, or Five9.

• Preferred: Understanding of APIs and integrations with platforms such as Shopify, Salesforce Commerce Cloud, Magento, SAP, Oracle Commerce, Workday, Opera PMS, Sabre, Amadeus, or major loyalty and POS systems.

• Preferred: Experience with product roadmaps, PRDs, or Agile/scrum delivery methodologies.

🏝️ Benefits

• Long-term incentives in the form of equity.

• Short-term incentives through either bonuses or commissions.

• Comprehensive Medical, Dental, Vision, Life, and Disability Insurance.

• Employee Assistance Program (EAP).

• 401(k) retirement plan.

• Uncapped paid time off program for exempt employees.

• Accrual-based paid time off program for non-exempt employees.

• 14 paid holidays each year.

• Paid sick leave based on accrual standards for non-exempt employees.