- Lead the strategy and multi-year roadmap for Omnichannel Servicing Ecosystem
- Support Design of Customer Servicing Profile – aimed at understanding customer attributes, previous servicing interactions and servicing resolution efficacy
- Build a tiered service delivery funnel guiding customers to the best help options/best answer, potentially based on their entry point, customer profile, or context
- Define how customers seamlessly transition between messaging, voice, and live agents while maintaining context and personalization.
- Align messaging and automation capabilities to broader Digital Servicing growth strategy and channel shift objectives.
- 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
- Design platform capabilities that ensure consistency across web chat, app messaging, SMS, RCS, voice, and 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, etc.)
- Leverage AI and GenAI to:
- Improve intent recognition and topic classification
- Automate high-volume servicing use cases
- Improve containment and reduce handle time
- 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, and performance readiness.
- 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, and regulatory constraints.
- 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.
- 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.
- Experience with AI/GenAI conversational platforms.
- Background in voice automation, IRROPS servicing, or high-volume customer operations. xhmxlyz
- Experience building platform products that serve multiple lines of business.
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Senior IT Product Manager - Chicago - Beacon Hill
Description
Our client is actively seeking a Sr. IT Product Manager to support an omnichannel product launch/
Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.
This opportunity will by hybrid onsite in downtown Chicago, IL
What You'll Do
Own the Omnichannel Product Strategy
Modernize Messaging Foundations
Build Scalable Cross-Channel Capabilities
Integrate AI to Drive Intelligent Servicing
Deliver End-to-End Ecosystem Integration
Lead from Concept to Launch
Measure What Matters
What You'll Bring
Required Qualifications
Preferred Qualifications
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