Digital/Technical Product Manager at USAA focusing on digital products and experiences. Collaborating across teams to drive innovations and optimize digital solutions for members.
About the role
- Technical Product Manager for AT&T managing AI solutions in ecommerce systems and contact centers. Collaborating with multiple teams to ensure product alignment and project success.
Responsibilities
- Lead innovative generative and agentic AI solutions in business ecommerce flows based on direct experience.
- Develop product vision and strategy by understanding current performance, customer needs, market trends, and competitive landscape, and then translate into user stories aligned with business and customer experience goals.
- Translate customer intents, digital trends, and call/chat flows into actionable product specs for development teams.
- Collaborate with Google Cloud partners, engineering, UX, QA, and operations to ensure timely and accurate implementation.
- Manage backlog and sprint priorities, ensuring a clear product roadmap with MVP and phased releases.
- Oversee integration with enterprise systems (billers, CRM, telephony platforms, analytics, etc.).
- Monitor and report KPIs such as conversion, revenue, containment rate, CSAT, and automation success rate.
- Drive testing and validation of conversational flows, NLU/NLP performance, and system integrations.
- Manage vendor relationships and coordinate with Google Cloud support and professional services.
- Document system configurations, design decisions, and product behavior for internal stakeholders.
Requirements
- Bachelor’s degree (BS/BA) desired in Computer Science, IT-related fields, or Business.
- 5+ years of product management or technical program management experience, preferably in large enterprise environments.
- 2+ years working with Conversational AI, IVR systems, chatbots, or contact center platforms.
- Experience with AI prototyping tools, such as Lovable, Figma Make, Bolt, and similar tools.
- Experience with Google CCAI, Dialogflow CX, Cloud Functions, Contact Center AI Platform (CCAI-P), or similar tools.
- Strong understanding of natural language understanding (NLU), intent modeling, and conversation design.
- Ability to interpret analytics to drive iteration and improvement (conversion, containment rates, drop-offs, success rates).
- Excellent communication skills with ability to manage cross-functional teams and external vendors.
Benefits
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
- Paid Parental Leave
- Paid Caregiver Leave
- Additional sick leave beyond what state and local law require may be available but is unprotected
- Adoption Reimbursement
- Disability Benefits (short term and long term)
- Life and Accidental Death Insurance
- Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
- Employee Assistance Programs (EAP)
- Extensive employee wellness programs
- Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone.
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