Technology Product Management Senior Analyst - Chat Agent Experience

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Job Overview

The Conversational AI team is seeking a results-oriented Product Manager to help own the product strategy, roadmap, and execution for our Chat Agent Desktop. This individual will be passionate about creating best-in-class tools and experiences for our contact center agents.

The Product Manager will work closely with the Chat Agent Operations team to understand their needs and pain points. They will partner with our strategic chat/chatbot vendor to prioritize and deliver updates, enhancements, and new features for the agent desktop platform. This role involves deep collaboration with internal engineering teams, data and analytics partners, and risk management stakeholders to ensure the platform is robust, efficient, and compliant.

This individual will be instrumental in shaping the tools our agents use every day, directly impacting their efficiency and the quality of service provided to our customers.

Responsibilities:

Stakeholder & Vendor Management:

Collaborate closely with the Chat Agent Operations team to gather requirements, define needs, and ensure the agent desktop platform supports their goals.

Act as the primary product owner in the relationship with our chat/chatbot platform vendor, managing the backlog, prioritizing updates, and communicating business needs.

Partner with internal Citi engineering and DevOps teams to manage platform integrations and dependencies provided by the vendor.

Product & Feature Development:

Assist in developing and maintaining the product roadmap and strategy for the Chat Agent Desktop.

Define business and platform use cases, create detailed user stories, and document requirements for new features and enhancements.

Host user story grooming sessions and facilitate trade-off decisions to ensure timely delivery.

Analyze platform performance, agent feedback, and operational metrics to identify opportunities for improvement and inform prioritization.

Risk & Data Management:

Help oversee the Model Risk Management (MRM) process for any agent-facing AI models, ensuring compliance with all internal policies.

Collaborate with EAP (Enterprise Analytics Platform) and data engineering teams to manage the successful migration of data captured on vendor systems into Citi's EAP data repository.

Execution & Delivery:

Prepare for launches, monitor feature adoption, and report on the operational health of the agent desktop platform.

Identify and communicate risks or issues that may impact feature delivery, and work with leadership to resolve them.

Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Recommended Qualifications:

10+ years of experience in product management or a related field (e.g., business analysis, project management, technology consulting), preferably with exposure to products for internal business users or in a contact center environment.

Experience working with third-party software vendors and managing technical and business requirements.

Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive actions.

Excellent written and oral communication skills, with the ability to articulate complex concepts to a variety of stakeholders.

Experience with Agile development methodologies and creating artifacts like user stories and process flow diagrams.

An innovative thinker with the ability to challenge the status quo and develop creative solutions to complex problems.

Preferred Qualifications:

Experience with contact center operations, agent-facing tools, or CRM platforms.

Knowledge of AI/ML product development lifecycles and/or experience with model risk management (MRM) processes.

Experience with large-scale data migration projects and working with enterprise data platforms.

Familiarity with SQL for data analysis is a plus.

Experience with chatbots, voice-enabled devices, or other conversational AI channels.

Bachelor's/University degree or equivalent experience.

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Job Family Group:

Technology

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Job Family:

Technology Product Management

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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