Senior AI-Driven Contact Quality Product Manager

Asurion; San Mateo (CA); On-site; USD 130,000 - 180,000; Full time

Job summary

Asurion is seeking a Senior Product Manager for Contact Center Quality & AI Insights. You will own the vision, strategy, and execution for quality systems and AI-driven interaction analytics across high-volume customer interactions.

In this role, you will partner with Operations, Data Science, Design, and Training to deliver scalable products, dashboards, and integrated workflows that empower frontline Experts and leaders to improve service quality at scale.

Qualifications

• 5–8+ years of Product Management experience in contact center platforms, AI/ML products, or enterprise workflows.
• Proven track record with AI/NLP applications, including automated analytics or QA tools.
• Strong cross-functional leadership across Operations, Data Science, Engineering, Training, and Field Leadership.
• Outcome-driven, using data to prioritize features and measure product success.
• Experience designing workflows for frontline teams integrated into daily tools.
• Excellent communication and stakeholder management; translate AI into operational value.
• Nice to have CCaaS, telephony, or Expert desktop integration experience.

Responsibilities

• Define quality standards and cross-functional alignment across Customer Solutions, Operations, Product, Design, and Data Science.
• Build AI-powered contact analysis systems and real-time/post-contact quality monitoring.
• Deliver visibility with dashboards, alerts, and workflows for leadership to act promptly.
• Empower Experts by integrating insights into the front-line desktop experience and coaching loops.

Skills

Product management

AI/ML products

Cross-functional leadership

Data-driven decisions

Job description

Asurion is seeking a Senior Product Manager for Contact Center Quality & AI Insights. You will own the vision, strategy, and execution for quality systems and AI-driven interaction analytics across high-volume customer interactions.

In this role, you will partner with Operations, Data Science, Design, and Training to deliver scalable products, dashboards, and integrated workflows that empower frontline Experts and leaders to improve service quality at scale.