We are seeking an Associate Director Product Owner to lead the development of AI-powered customer support agents. This role will drive the strategy and execution of AI Agent solutions that leverage enterprise data and cutting-edge AI (including LLMs and RAG) to transform customer service. This requires a blend of product vision, technical understanding of AI/ML, and a strong focus on measurable support outcomes.
Your Primary Responsibilities:
- Product Vision and Roadmap: Define and drive the product vision and roadmap for AI-driven customer support agents, ensuring alignment with organizational goals and customer needs
- Knowledge Integration: Integrate content from diverse sources, such as Salesforce, knowledge bases, and chat logs, to build a unified and comprehensive knowledge repository that supports AI agent operations
- Use Case Analysis: Analyze historical customer interactions to identify and prioritize high-impact use cases for AI-driven solutions, enabling targeted improvements in customer support
- Collaboration with Teams: Collaborate closely with engineering and data science teams to design and build scalable AI agent systems that deliver reliable performance and enhance customer experience
- RAG Pipeline Optimization: Debug and optimize Retrieval-Augmented Generation (RAG) pipelines to improve search relevance and accuracy within AI agent responses
- Conversational AI Enhancement: Leverage Large Language Models (LLMs) to enhance conversational capabilities of AI agents, ensuring responses are accurate, grounded in source data, and contextually relevant
- Performance Monitoring: Define and monitor key performance indicators (KPIs), including deflection rate, resolution time, and customer satisfaction, to assess and improve support outcomes
- Agile Product Ownership: Act as the product owner in Agile development cycles, managing backlogs and user stories to guide the team toward successful product delivery
- Compliance and Governance: Ensure that all product development activities comply with data privacy regulations, ethical AI practices, and organizational governance standards
- Stakeholder Communication: Communicate product vision, progress, and performance effectively to stakeholders across both business and technical teams to foster alignment and transparency
**NOTE: The Primary Responsibilities of this role are not limited to the details above**
Qualifications:
- Minimum 8 years of overall product management experience with a strong focus on AI/ML-driven products
- Bachelor’s or master’s degree in computer science, Data Science, Engineering, or a related field
- Minimum 3 years of hands-on experience as a Salesforce Product Owner within a large enterprise environment
- Proven experience working with Large Language Models (LLMs) and Retrieval-Augmented Generation (RAG) architecture
- Familiarity with Salesforce Agentforce and Data Cloud platforms
- Demonstrated success in Agile development environments, including collaboration with multiple scrum teams
- Experience leading cross-functional initiatives across global teams and time zones
- Ability to operate as a senior-level individual contributor, driving strategy and execution independently
Talents Needed for Success:
- Demonstrate comprehensive expertise in AI, AI Agents, the Salesforce domain, and associated technologies
- Proven experience deploying AI chatbots or virtual assistants within customer support settings
- Communicate effectively and influence a broad range of stakeholders (including technology, clients, finance, integration, sales, and operations) to ensure the delivery of optimal products and solutions
- Foster enthusiasm within the team through visible passion and dedication to innovative work practices
- Recognize the importance of building meaningful and trustworthy relationships
- Committed to ongoing improvement and adaptability in response to change
- Actively seek and incorporate feedback to drive personal and organizational growth
- Embody DTCC’s leadership competencies for Product Owners by integrating core behaviors and values (such as influence, sound decision-making, and organizational acumen) into daily responsibilities
- Possess strong knowledge of Enterprise Agile frameworks and roles to optimize value delivery
- Utilize relevant work management tools (e.g., JIRA) to support informed decision-making and effective collaboration
- Prior experience in the financial services industry is preferred
