Product Manager - Machine Learning & Intelligence Operations

Position Overview

We are seeking a talented and highly motivated leader to join the Machine Learning & Intelligent Operations (MLIO) team as Vice President, Product Manager. This role will spearhead transcription and conversational insights initiatives for the bank. The MLIO team is dedicated to developing innovative solutions using AI, machine learning, and a design-thinking approach to significantly enhance both customer and employee experiences. In this role, you will define the strategy for your product and design and execute on the product roadmap while embracing Agile methodology. You will lead cross-functional teams comprising technologists, data scientists, researchers, designers, and analytics members to modernize the service experience for tens of millions of customers.

Key Responsibilities

• Define the product strategy, roadmap, prioritization, and backlog for machine learning applications.
• Analyze contact volumes and customer journey/friction points across various channels to drive product feature prioritization.
• Lead agile product teams that include product managers, data scientists, machine learning engineers, and data analytics members.
• Manage existing product features and lead the research, definition, and development of new features to advance the product roadmap.
• Maximize product value through backlog creation, management, and prioritization of epics and user stories.
• Partner with user research and business/operations teams to analyze and ideate customer experience and improvement opportunities.
• Prioritize strategies and solutions to enhance self-service utilization and reduce customer contact volume.
• Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance, and Technology to ensure readiness to deliver on the product roadmap.
• Stay abreast of industry trends and emerging technologies in AI and machine learning to continuously improve product offerings.
• Foster a culture of innovation, collaboration, and continuous improvement within the team.

Required Qualifications

• 6+ years of experience in Technical Product Management, ideally with AI/ML-related products.
• Proven experience leading multi-disciplinary teams in a large, matrixed organization and fast-paced agile development environment.
• Demonstrated ability to make strategic decisions while candidly challenging the status quo to drive the right employee and customer outcomes.
• Applied experience in a variety of AI and machine learning techniques and technologies.
• Strong technical acumen with the ability to independently manage large and complex relationships with internal technology partners.
• Ability to harness data and analytics for comprehensive strategy planning.
• Excellent communicator capable of fluidly interacting with senior leaders, stakeholders, employees, and third-party vendors.
• Preferred experience working in or with customer service operations.
• Strong problem-solving skills and the ability to think creatively and strategically.
• Experience with cloud-based AI/ML platforms and tools is a plus.

Preferred Qualifications

• Advanced degree in Computer Science, Engineering, Data Science, or a related field.

Benefits & Perks

• Compensation: Competitive base salary based on role, experience, skill set, and location.
• Commission-based pay and/or discretionary incentive compensation (Compensation) in recognition of individual achievements.
• Comprehensive health care coverage and on-site health & wellness centers (Benefits).
• Retirement savings plan, backup childcare, tuition reimbursement, and mental health support.
• Additional perks such as financial coaching and more.