Product manager in customer support AI automation

Emerging Travel Group; United States; Hybrid; USD 140,000 - 210,000; Full time

Benefits offered by this job

Flexible work format

Language learning support

Corporate travel discounts

MyTime Day Off

Job summary

Emerging Travel Group ищет старшего менеджера продукта для руководства разработкой линии продуктов по автоматизации поддержки клиентов с применением искусственного интеллекта. Вы превращаете бизнес-цели в конкретные инициативы по автоматизации, проводите пилоты и переводите решения в продакшн, снижая операционные расходы и улучшая клиентский опыт.

Работа предполагает взаимодействие с командами операционного обслуживания, инженерами BPM и LLM, а также применение ИИ-инструментов для анализа,

Qualifications

• 4–6 лет в product management с фокусом на автоматизацию или ИИ и измеримые результаты.
• Сильные навыки анализа: анализ процессов, sizing возможностей, экономика проектов и приоритетизация на основе данных.
• Практический опыт использования ИИ-агентов и знание принципов инженерии запросов/LLM.

Responsibilities

• Владение дорожной картой продукта линии; определение приоритетов и целей по экономии.
• Анализируйте процессы, объемы и затраты, формируйте бизнес-обоснование и решайте, какие инициативы пилотировать.
• Определение объема, бизнес-логики и требований к автоматизации, включая исключения и зависимости.
• Сотрудничайте с BPM-инженерами, бэкенд-разработчиками, LLM-командой и владельцами процессов.
• Ведите несколько инициатив параллельно и доводите их до продакшена, включая документацию.

Skills

Аналитические навыки

Исследовательские навыки

Анализ процессов

Управление стейкхолдерами

Принятие решений на основе данных

Коммуникации с командами

Опыт в ИИ/автоматизации

Tools

Claude Code

Codex

Camunda

Job description

Описание:

We're looking for a Senior Product Manager to lead the development of our customer support AI automation product line. You'll help reduce operational costs, increase automation and improve the customer experience. This role is focused on complex operational processes rather than primarily user-facing features. You'll turn high-level business needs into clear, measurable automation initiatives - from discovery and business case through pilot and production.

Задачи:

Own the roadmap and prioritisation for the product line: decide what to build, in what order and why, and deliver against measurable savings targets Work with support operations to understand how processes work in practice, identify automation opportunities and turn operational pain points into shipped solutions Analyse processes, volumes, costs and expected outcomes; build data-driven business cases and assess whether initiatives should be piloted or scaled Define scope, business logic and requirements for automation initiatives, including exceptions, dependencies and cases that need to remain under human control Partner with BPM engineers, backend developers, the LLM team, QA and process owners to align on solutions and delivery Run several initiatives in parallel, balancing new automation opportunities, active projects and infrastructure work Help shape how the team works, including product documentation standards, phased delivery and the path from pilot to production Use AI tools such as Claude Code or Codex in your day-to-day work for analysis, prototyping and documentation—and critically validate their outputs

Требования:

4-6 years of experience in product management, ideally with automation or AI initiatives that delivered measurable business results Strong analytical and research skills, including process analysis, opportunity sizing, project economics and data-informed prioritisation Experience taking initiatives from discovery and business case through delivery, pilot evaluation and production rollout Confidence working with complex processes, multiple stakeholders and cross-functional technical teams Strong communication and stakeholder-management skills: able to align business and technical teams, manage competing priorities and advocate for automation without losing sight of service quality Hands-on, regular experience with AI agents such as Claude Code or Codex, as well as a working understanding of prompt engineering, model selection and LLM integrations Будет плюсом: Experience with customer support or contact-centre operations; Familiarity with BPMN and workflow tools such as Camunda; Experience automating complex operational processes in adjacent domains

Условия:

A fully flexible work schedule - there's no pressure to start work at exactly 9:00 AM; what matters is achieving results and moving forward; Each person in our team is encouraged to choose their preferred work format. You can work fully remotely, come to the office, or choose a hybrid work model; We are an ambitious and supportive team who love what they do, appreciate each other, and grow together; The growth and development of each employee is our priority, so we have internal programs available for adaptation and training, development of soft skills and leadership abilities that are tailored individually to each employee; We also provide partial compensation for employees participating in external training and conferences; In tourism, it's difficult to grow without an excellent knowledge of English, and we support our employees' language learning goals - we organize group and individual lessons, plus speaking clubs with colleagues from all over the world; And, of course, to encourage you to travel more, we offer corporate prices on hotels and other travel services; We prioritize well-being and are committed to supporting the overall health and work-life balance at ETG. As part of this commitment, we provide MyTime Day Off - an extra day off that is designed to give our employees the flexibility to focus on important matters, whether it's taking care of their health, mental recharge, addressing personal issues, or any other important activities