Product Manager II (Customer Operations)

• Build and maintain strong relationships with business partners and the broader IT organization to deliver impactful AI solutions
• Conduct analysis and gather insights to identify and prioritize high-value use cases for AI-enabled tools
• Advise and consult stakeholders on build vs buy decisions
• Collaborate with the team to define product goals, align with business priorities, and ensure product roadmaps reflect stakeholder needs
• Develop detailed product requirements documents (PRDs), write user stories, and create functional specifications
• Oversee the creation of test plans, perform system integration testing, validate test results, and address any issues during testing phases
• Work closely with end users to optimize product adoption, provide training, and offer support for prompt engineering and tool usage
• Create, test, iterate, and publish production-ready prompts for customer operations use cases
• Mentor product specialists and business analysts, with potential to build and lead a team as the portfolio grows

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field
• 7-10 years of relevant product management or related work experience required
• Demonstrated experience defining and executing on AI products in an enterprise or B2B/B2C product environment
• Strong leadership and collaboration skills within cross-functional teams
• Excellent verbal and written communication skills
• Strong problem-solving and analytical skills
• Enthusiasm for AI technology and its innovative application in enterprise settings
• 5+ years of product management experience in customer service, enterprise e-commerce, or customer platform domains
• Familiarity with enterprise CRM platforms
• Salesforce strongly preferred
• Demonstrated success implementing AI/ML solutions
• Proven experience with customer-facing digital platforms and portals in B2B environments
• Hands-on prompt engineering experience
• Enterprise AI platform experience (Azure OpenAI Services preferred)
• Experience with and understanding of customer service operations
• Track record of improving customer satisfaction and operational efficiency through technology initiatives
• Minimum of four (4) years related and progressively responsible experience as a Product Owner or Product Manager
• Should understand the basics of business process modeling, software development lifecycle planning, and Agile software development
• Experience in Healthcare or Pharmaceutical industry is desirable
• Ability to communicate at all levels of the organization
• Proven ability to work with and influence cross-functional teams without formal authority
• Ability to self-learn and seek out knowledge
• Strong attention to detail
• Strong planning, analysis, teamwork, and organizational skills
• Confident presentation skills in small and large groups
• Excellent discovery and active listening skills
• Ability to use good judgment in conveying status and problem escalation
• Provides coaching and mentoring to team members
• Must be comfortable working on a team with daily accountability for keeping commitments
• Demonstrated working knowledge of product management and Agile software lifecycle methodologies

Experience in Healthcare or Pharmaceutical industry

• Medical, dental, and vision care
• Comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness
• Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave
• Variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities