About the role

Lead Product Owner at Prudential defining and delivering enterprise Conversational & Agentic AI strategy across various channels. Collaborating with business units to improve customer experience through AI integrations.

Responsibilities

Define and evolve a data-driven Conversational & Agentic AI strategy aligned to enterprise goals (automation, CX, cost, quality, risk)
Lead buy/build/partner decisions; develop business cases, TCO/ROI models, and measurable value hypotheses
Own and continuously refine the product roadmap, features, and OKRs across journeys (voice, chat, messaging, web/mobile self-service)
Own the product backlog (epics, features, user stories, acceptance criteria), prioritize ruthlessly, and run iterative, outcome-focused releases
Drive cross-functional delivery with engineering, data science, design, and operations; coordinate dependencies with marketing, compliance, risk, and legal
Lead demos, stakeholder communications, and change management to drive adoption (agents, supervisors, operations leaders)
Build and scale solutions on modern CCaaS and CRM AI stacks
Shape next-gen conversational and agentic capabilities
Integrate with CRM (Salesforce/Dynamics), ITSM (ServiceNow), knowledge systems, telephony, and other systems
Partner on Responsible AI: privacy/PII and PCI considerations, guardrails, human-in-the-loop, monitoring, auditability, and model risk management
Define and monitor KPIs such as containment/deflection rate, FCR, AHT, transfer and escalation rates, CSAT/NPS, self-service adoption, cost per contact, and agent assist impact
Run experiments (A/B), measure impact, and iterate to continuously improve outcomes

10+ years in product management/ownership (or equivalent), including 4+ years delivering conversational AI/contact center solutions at scale
Proven success shipping voice/chatbots, IVR modernization, and agent-assist capabilities integrated with CCaaS and enterprise systems
Conversational AI & Agentic AI (tool-use orchestration, grounding/RAG, prompt strategy, evaluation & observability)
Contact center domain: routing, IVR, speech analytics, WFM/QM, workforce optimization
Data fluency: funnel analytics, KPI instrumentation, experimentation, and making data-driven decisions
Technical literacy sufficient to partner with engineering: APIs/integration patterns, event streaming (e.g., Kafka), cloud (Azure/AWS), security/compliance
Strategic, outcome-oriented leader with a bias for action and comfort with ambiguity
Excellent communicator able to influence at all levels and align stakeholders around vision and value
Demonstrated ability to lead cross-functional teams through complex, multi-journey initiatives
Preferred Experience with AI-powered CCaaS (Genesys Cloud, Amazon Connect, NICE CXone; Five9/Twilio Flex a plus)

Medical, dental, vision, life insurance, disability insurance
Paid Time Off (PTO) and leave of absences, such as parental and military leave
401(k) plan with company match (up to 4%)
Company-funded pension plan
Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs
Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development
Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs
Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices, after one year of service
Eligibility to participate in a discretionary annual incentive program