GenAI Solutions Product Manager, Customer Operations

Cencora; Conshohocken (Montgomery County); On-site; USD 140,000 - 190,000; Full time

Job summary

Cencora is seeking a Technical Product Manager specializing in AI Solutions to own the generative AI and automation product portfolio for Customer Operations. This hands-on role will shape assistant and agent behaviors, prompts, and evaluation frameworks in production.

You will partner with legal, privacy, and security to ensure responsible AI in a regulated healthcare environment, drive adoption, and lead discovery with service teams.

Qualifications

• Experience defining, deploying, and iterating on AI-enabled solutions in enterprise products.
• Hands-on experience with LLM-enabled automation workflows in production, esp. customer service.
• Strong knowledge of AI quality evaluation and safety monitoring.

Responsibilities

• Own AI product vision, roadmap, and backlog for AI in Customer Operations.
• Lead discovery with customer service and digital platform stakeholders to identify high-value AI use cases.
• Develop PRDs, user stories, and functional specifications for AI-driven capabilities.
• Create and publish production-ready prompts and agent configurations for customer operations use cases.
• Own AI quality end to end: evaluation frameworks, launch quality bars, monitoring, and improvement.
• Advise on build vs. buy vs. configure decisions across the AI platform landscape.
• Manage product development cycles with internal engineering and external vendor resources.
• Partner with legal, compliance, privacy, and security to deliver responsible AI in healthcare.
• Work closely with end users to drive adoption, training, feedback loops, and support.

Skills

Product ownership

Leadership

Communication

Prompt engineering

Agile/Scrum

Stakeholder management

Education

Bachelor's degree in Computer Science, Information Systems, Business, or related field

Tools

Azure OpenAI

Anthropic

LangChain

Semantic Kernel

Salesforce Agentforce

LangGraph

Copilot Studio

Job description

Cencora is seeking a Technical Product Manager specializing in AI Solutions to own the generative AI and automation product portfolio for Customer Operations. This hands-on role will shape assistant and agent behaviors, prompts, and evaluation frameworks in production.

You will partner with legal, privacy, and security to ensure responsible AI in a regulated healthcare environment, drive adoption, and lead discovery with service teams.