AI-Driven Customer Experience Product Lead

Capgemini; New York (NY); On-site; USD 121,400 - 237,360; Full time

Benefits offered by this job

401(k) plan

Paid time off

Healthcare coverage

Job summary

Capgemini Invent is seeking a Customer AI Product Manager for contact center AI initiatives across multiple U.S. hubs.

You will lead end-to-end AI delivery from definition through UAT and value realization, collaborating with business and technical teams to drive customer experience improvements. Strong AI literacy and experience in AI-enabled transformations are required, with the ability to manage ambiguity and stakeholder expectations across strategy, technology, data, and design.

Qualifications

• Experience as an AI product/PM in customer-facing domains.
• Familiarity with contact center operations and self-service technologies.
• Strong program management across delivery, testing, and value tracking.

Responsibilities

• Oversee AI products from definition to deployment.
• Coordinate cross-functional teams delivering AI solutions.
• Ensure measurable business value and improved customer experience.
• Act as delivery interface between technical teams and business stakeholders.

Skills

AI product management

Program management

Stakeholder communication

Contact center operations familiarity

Job description

Capgemini Invent is seeking a Customer AI Product Manager for contact center AI initiatives across multiple U.S. hubs.

You will lead end-to-end AI delivery from definition through UAT and value realization, collaborating with business and technical teams to drive customer experience improvements. Strong AI literacy and experience in AI-enabled transformations are required, with the ability to manage ambiguity and stakeholder expectations across strategy, technology, data, and design.