Product Owner

Location

Remote within the United States

Preference: Candidates based in New Jersey or Florida

We are looking for an experienced Product Owner to lead the development of agentic AI solutions for customer-service and contact-center environments.

The goal is to move beyond AI that simply responds to questions toward AI that can take appropriate action. These solutions will help customers receive faster, more effective support while expanding access to service around the clock.

In this role, you will identify and prioritize high-value agentic AI use cases, including operational automation, workflow coordination, and internal task delegation. You will work closely with business stakeholders, engineering teams, and technology partners to turn these opportunities into reliable, user-centered solutions.

Key responsibilities

Use-case discovery and validation:

• Identify and prioritize agentic AI use cases with strong potential business value and measurable ROI.
• Work with users and stakeholders to understand workflows, operational challenges, customer needs, and trust boundaries.
• Prototype and refine agent behaviors in production-like environments to validate usability, reliability, and business fit.
• Evaluate opportunities involving operational automation, coordination agents, and internal task delegation.

Product design and execution:

• Define the end-to-end agentic AI experience for contact-center use cases.
• Translate business needs into clear product requirements, including user journeys, system interactions, prompts, interfaces, safety requirements, and acceptance criteria.
• Combine business insight, data, and AI capabilities to shape practical, scalable solutions.
• Maintain and prioritize the product backlog based on customer value, operational impact, risk, and technical feasibility.

Cross-functional collaboration:

• Partner with business subject-matter experts to develop a detailed understanding of contact-center processes and customer journeys.
• Collaborate with engineering teams to align product requirements with voice and agent-platform capabilities, including caller-input recognition and voice experiences.
• Work with technology partners to ensure the platform can support the required complexity, reliability, and scale.
• Communicate product priorities, decisions, dependencies, and progress clearly across technical and non-technical teams.

Strategy and measurement:

• Define success metrics focused on outcomes such as time saved, improved accuracy, successful task completion, and recovery from failures.
• Monitor product performance and use operational insights to guide continued improvement.
• Balance speed of delivery with safety, customer trust, and operational reliability.

Minimum qualifications

• At least five years of product ownership or product-management experience involving complex, customer-facing contact-center applications.
• Experience with omnichannel solutions, particularly voice and chat.
• Strong understanding of speech recognition and user-experience design.
• Familiarity with agentic AI concepts and technologies, including LLM-based agents.
• Strong communication, prioritization, stakeholder-management, and execution skills.
• Ability to translate complex business and technical requirements into clear product direction.

Preferred qualifications

• Experience in contact-center operations.
• Exposure to the insurance industry or another highly regulated, customer-service-intensive environment.
• Experience developing AI-enabled customer journeys or workflow-automation products.