Product Manager- Omnichannel Servicing - Chicago - IMR Soft LLC

    IMR Soft LLC
    IMR Soft LLC Chicago

    1 hour ago

    Description

    Position : Product Manager – Omnichannel Servicing (Program Manager IV)

    Location : Chicago, IL

    Duration : 6-8+ Contract – Possible extension/Conversion

    Modernizing the Path to Help

    Role Summary

    We are transforming how customers access help through our Single Front Door (SFD) — a unified AI-powered omnichannel servicing ecosystem designed to deliver seamless, personalized, and scalable support across digital and physical touchpoints.

    In this role, you will shape the future of Omnichannel Servicing Ecosystem, modernizing how customers engage across:

    • Chat
    • Digital servicing channels (SMS, RCS, Web, emerging channels)
    • Voice Channel
    • Physical engagements

    You will drive the evolution of conversational automation and infrastructure to create a consistent, enterprise-grade servicing experience rooted in AI personalization and operational scalability.

    You will partner closely with:

    • Digital Technology (DT)
    • Contact Centers
    • Customer Experience / Brand
    • Analytics
    • Operations
    • External platform partners

    You will deliver measurable impact across:

    • Containment
    • NPS
    • Channel shift
    • Automation performance
    • Operational efficiency

    What You'll Do

    1. Own the Omnichannel Product Strategy

    • Lead the strategy and multi-year roadmap for United's Omnichannel Servicing Ecosystem
    • Support design of Customer Servicing Profile aimed at understanding:
    • Customer attributes
    • Previous servicing interactions
    • Servicing resolution efficacy
    • Build a tiered service delivery funnel guiding customers to the best help options/best answer potentially based on:
    • Entry point
    • Customer profile
    • Context
    • Define how customers seamlessly transition between:
    • Messaging
    • Voice
    • Live agents
    • while maintaining context and personalization
    • Align messaging and automation capabilities to United's broader Digital Servicing growth strategy and channel shift objectives

    2. Modernize Messaging Foundations

    Simplify and evolve complex messaging foundations including:

    • Conversation threading and context carryover
    • CRM and PNR associations
    • Identity resolution and authentication
    • Channel provider integrations (SMS, RCS, InApp SDK, WebChat, messaging APIs, etc.)
    • Compliance guardrails and policy enforcement
    • Automation routing and tiered service funnel logic

    3. Build Scalable Cross-Channel Capabilities

    • Design platform capabilities that ensure consistency across:
    • Web chat
    • App messaging
    • SMS
    • RCS
    • Voice
    • Future digital entry points
    • Establish automation parity across channels to support scalable containment growth
    • Balance native channel constraints with airline servicing workflows:
    • IRROPS
    • Reservations
    • MileagePlus
    • Ancillary servicing

    4. Integrate AI to Drive Intelligent Servicing

    Leverage AI and GenAI to:

    • Improve intent recognition and topic classification
    • Automate high-volume servicing use cases
    • Improve containment and reduce handle time

    5. Deliver End-to-End Ecosystem Integration

    • Partner with Contact Center, Digital Technology, Customer Data, and Product teams to ensure seamless end-to-end journeys
    • Ensure new channel launches are supported by:
    • Quality optimization
    • Defect resolution
    • Performance readiness

    6. Lead from Concept to Launch

    • Translate customer insights and operational needs into clear product requirements
    • Drive cross-functional alignment across internal teams
    • Manage prioritization trade-offs across:
    • Innovation
    • Defect backlog
    • Scalability
    • Regulatory constraints

    7. Measure What Matters

    Define and monitor KPIs including:

    • Automation Performance (Containment)
    • Channel shift and digital adoption
    • NPS / CSAT
    • Resolution rate
    • Handle time reduction
    • Topic coverage and classification accuracy
    • Establish insights-to-action loops to continuously optimize platform performance

    What You'll Bring

    Required Qualifications

    • Proven experience delivering messaging automation or conversational AI products in complex regulated environments
    • Strong partnership experience across engineering, design, analytics, and operations
    • Experience navigating technically complex domains:
    • Telephony
    • CRM integrations
    • API ecosystems
    • Automation platforms
    • Data-driven decision-making mindset with strong analytics fluency
    • Exceptional executive communication and storytelling skills
    • Ability to connect consumer messaging behaviors (iMessage, WhatsApp, SMS, Gmail) to enterprise-grade airline servicing workflows
    • Deep understanding of omnichannel experience design and AI-driven automation strategy
    • Comfort operating in ambiguity while driving measurable transformation outcomes

    Preferred Qualifications

    • Experience with AI / GenAI conversational platforms
    • Background in voice automation, IRROPS servicing, or high-volume customer operations
    • Experience building platform products that serve multiple lines of business
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