AI Solutions Product Lead for Customer Operations

Jobtailor; Pennsylvania; On-site; USD 120,000 - 160,000; Full time

Job summary

Jobtailor seeks an experienced AI Product Manager to own the product vision for AI in Customer Operations. You will lead an engineering team within a scaled agile cadence, drive discovery with CS and platform stakeholders, and shape AI use cases with measurable success metrics.

You will craft PRDs, user stories, and specs for AI-led capabilities, define agent behaviors, prompts, and guardrails, and publish production-ready configurations.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business, or related field.
• 6+ years of relevant product management or related work experience.
• Experience defining, deploying, and iterating on AI-enabled solutions in an enterprise or B2B/B2C product environment.
• Experience implementing LLM-enabled automation workflows, agentic AI, or custom generative AI solutions in production.
• Familiarity with LLM APIs, retrieval-augmented generation, knowledge grounding, function/tool calling, and agent orchestration frameworks.
• Hands-on prompt engineering experience.
• Experience evaluating and monitoring AI quality.
• 3+ years PM in CX tech, enterprise e-commerce, or customer platforms.
• Strong understanding of customer service operations and CRM platforms (Salesforce preferred).
• Proven experience with customer-facing digital platforms and portals in B2B environments.
• Strong leadership, collaboration, and communication skills.
• Technical depth to engage engineers on AI architecture and design tradeoffs.
• Comfort operating in regulated healthcare environments with responsible AI considerations.

Responsibilities

• Own the product vision, roadmap, and backlog for AI in Customer Operations.
• Act as product owner for an engineering team within scaled agile planning cadence.
• Lead product discovery with customer service and digital platform stakeholders.
• Identify, prioritize, and validate high-value AI use cases with defined success metrics.
• Develop PRDs, user stories, and functional specifications for AI-driven capabilities.
• Define assistant and agent behaviors, conversation and escalation flows, grounding and retrieval strategy, and guardrails.
• Create, test, iterate, and publish production-ready prompts and agent configurations.
• Define AI evaluation frameworks, launch quality bars, monitor production behavior, and drive continuous improvement.
• Advise stakeholders on build-versus-buy-versus-configure decisions across AI platform landscape.
• Manage development cycles with internal engineering and external vendor resources.
• Oversee test planning, system integration testing, validation, and issue resolution.
• Collaborate with legal, compliance, privacy, and security for responsible AI delivery.
• Work with end users to drive adoption through training, enablement, and support.

Skills

AI product management

Prompt engineering

LLM-enabled automation

AI quality monitoring

Independent product owner

Leadership & communication

Technical depth in AI architecture

Education

B.S. in CS/IS/Business

Tools

Salesforce

Job description

Jobtailor seeks an experienced AI Product Manager to own the product vision for AI in Customer Operations. You will lead an engineering team within a scaled agile cadence, drive discovery with CS and platform stakeholders, and shape AI use cases with measurable success metrics.

You will craft PRDs, user stories, and specs for AI-led capabilities, define agent behaviors, prompts, and guardrails, and publish production-ready configurations.