Product Manager, Conversational Support

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

📋 Description

• Take ownership of and implement the roadmap for support experiences across chat and voice channels, establishing the vision for how users transition between self-service and live support.

• Create and enhance conversational experiences, including live chat interactions, shifts from self-service (Help Center, Virtual Assistant, IVR) to live agents, and post-interaction feedback processes to minimize friction and enhance resolution.

• Specify integration requirements and collaborate with engineering to facilitate cross-system integrations that encompass authentication, routing, context sharing, CRM, and localization. This involves assessing API connections, data flows, and architectural trade-offs between systems.

• Lead product execution from requirement gathering to launch, working alongside Engineering, Design, Content, WFM, and Localization teams to deliver scalable solutions.

• Recognize and assess opportunities to leverage AI and automation within the support experience, transforming emerging capabilities into tangible product enhancements.

• Develop and implement feedback mechanisms — including CSAT collection for virtual and live agents and quality assessments — and utilize insights to drive measurable enhancements in support quality and customer satisfaction.

• Establish and monitor product performance metrics; employ data and experimentation to identify gaps, validate decisions, and communicate the impact to stakeholders.

⛳️ Requirements

• Bachelor’s degree or comparable practical experience.

• Over 3 years of product management experience with consumer-facing or enterprise products at a global level.

• Proven experience managing integrations and comprehending data flows across systems, capable of drafting detailed requirements, interpreting system architecture diagrams, and facilitating engineering discussions.

• Knowledge of contact center technologies, CRM platforms, conversational AI, or virtual assistant platforms.

• Strong analytical capabilities, including defining metrics, conducting experiments, and utilizing data to prioritize and substantiate product decisions.

• Experience leading cross-functional execution involving engineering, design, content, and localization teams.

• Exceptional written and verbal communication skills with a demonstrated ability to convey technical complexity to non-technical stakeholders and vice versa.

🏝️ Benefits

• A comprehensive range of medical, financial, and/or other variable pay or benefits may be provided depending on the level and position offered.