Product Manager, AI-Driven CX Platform

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Greater London

Hybrid

GBP 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Holidays 25 days

Hybrid working

Wellness program

Laptop provided

Healthcare claims

Professional certifications

Annual meetups

Parental support

Cycle to work

Pension & life insurance

On-demand pay

Job summary

Fourth LTD is seeking an experienced Internal Platform Product Manager to own the roadmap and optimization of customer experience applications across Zendesk, Forethought, Zoom CCaaS, LMS, and CSP. You will drive AI-enabled automation and measurable improvements in deflection, resolution, and CSAT while coordinating with AI Enablement and Support Enablement across a connected, end-to-end journey.

You will partner with business applications, engineering, and procurement to influence the how and

Qualifications

Demonstrated product management of customer support or contact-center platforms (Zendesk, CCaaS or equivalent).
SaaS product experience across both B2B and B2C contexts.
Experience deploying AI or automation in a support context, or a track record of driving intelligent automation on a platform estate.
Track record of driving AI-native ways of working into a platform estate, and of designing end-to-end journeys.
Exposure to customer success and/or customer education platforms and the retention/adoption outcomes they drive.
A track record of driving platform adoption and internal user experience, using usage data and user feedback to improve tools.

Responsibilities

Own and maintain a prioritised, outcome-based roadmap across the customer experience applications estate, tied to measurable results.
Run structured discovery with support, services, customer success and education stakeholders; translate pain into platform solutions.
Drive AI and automation across the estate, coordinating with AI Enablement to avoid duplicated effort.
Own internal user experience and adoption of the platforms in scope; measure usage, remove friction, treat adoption issues as product problems to solve.
Lead CSP-LMS integration and evaluation where CSP not yet in place; establish CSP-LMS integrations.
Define and defend the value case and prioritisation for the estate to senior sponsors.
Partner with delivery to sequence work and maintain discovery, documentation and definition-of-done standards.