Optomi, in partnership with a leader in AI-driven IT support services, is looking for a Product Manager to join their team in New York, NY.
Position Summary: The Product Manager will take ownership of the end-to-end lifecycle of AI-driven products, focusing on IT support services such as chatbots, voice chat, knowledge management, and workflow automation. This role includes managing proof-of-concept projects for voice AI and chat, driving level zero and level one self-service rollouts, and integrating voice and web chat with the contact center. The position will also explore Teams integration for chat capabilities, with an emphasis on delivering measurable business outcomes. What the right candidate will enjoy:
- Collaborating with innovative external partners and vendors.
- Driving impactful AI initiatives supported by the Prism AI governance model.
- Working in a culture that values innovation and measurable results.
- Experience in AI-driven product management.
- Working knowledge of LLMs, copilots, agents, and automation.
- Understanding of supervised, generative, and deterministic automation.
- Familiarity with unit economics and quantifying business outcomes.
- Strong executive-level communication skills.
- Ability to influence without authority.
- Manage the lifecycle of AI-driven products for IT support services.
- Translate AI capabilities into practical use cases.
- Build business cases to quantify cost reduction, productivity, and experience uplift.
- Collaborate with project managers and third-party vendors.
- Address AI-related challenges like hallucination, bias, and cost-to-serve.
- Ensure alignment with risk, legal, and security considerations in AI implementation.
