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What You'll Do

At Principal, agile product management provides value to customers, users and partners, and help solve their needs as we work to enable a world where financial security is accessible to all. The Senior Product Manager I or Customer Experience Product Manager will be a strategic thinker dedicated to spearheading the strategic development and evolution of our conversational products, including Chatbots, Conversational IVR, and AI/personalization initiatives. The Customer Experience Product Manager is experienced and has deep understanding of Virtual Assistant technologies with the ability to translate impactful customer experiences into complex technical capabilities. You will define the product vision, drive the roadmap, and partner with cross-functional teams to deliver innovative solutions that redefine how our customers interact with our brand. They are also a key strategic thought leader within their respective business or functional context. They demonstrate competence when managing complex stakeholder and organizational dynamics.

+ **Product Strategy:**

+ Define and articulate a compelling product vision and strategy for AI-driven conversational experiences, chatbots, and conversational IVR systems.

+ Develop and maintain a strategic product roadmap aligned with business goals and emerging Virtual Assistant trends.

+ Conduct in-depth market analysis and competitive research to identify opportunities for innovation and differentiation.

+ Responsible for executing the strategy as part of multiple product team(s).

+ Stay at the forefront of and explore their potential applications within our product portfolio.

+ Integrates business, customer, user, and partner insights to inform a clear understanding of problems to solve and risks to manage. Continuously seeks to improve the clarity and effectiveness of the product strategy.

+ **Conversational Design & Optimization:**

+ Lead the development of intuitive and engaging conversational flows, leveraging best practices in conversational design.

+ Implement A/B testing and other optimization techniques to improve chatbot and IVR performance and user satisfaction.

+ Analyze user feedback and data insights to continuously refine and improve conversational experiences.

+ Ensures every goal-aligned unit of value created by multiple teams is measurable and can show progress towards overall product objectives.

+ Monitor and communicate product health, impact of product releases, and progress against product goals.

+ Accountable for ensuring product teams utilize data to gauge performance and inform strategic revision and discovery.

+ Storytelling of the multiple products/product teams and the interconnectivity of them when assessing the results and sharing back with the Product Management family and stakeholders.

+ Responsible and accountable for meeting product outcomes and if necessary, making enhancements to go to market strategy, product, etc. to meet them.

+ **Agile Product Discovery:**

+ Drive the integration of our conversational products, exploring use cases such as personalized interactions, advanced natural language understanding, and content generation.

+ Work with data teams to optimize performance, ensuring accuracy, reliability, and ethical considerations.

+ Evaluate and integrate AI tools and technologies to enhance chatbot and IVR capabilities.

+ Accountable for understanding and defining key business outcomes and requirements for their product.

+ Articulates hypotheses and leads the product team(s) (design, engineering, and various business roles) to deeply understand complex problems and solutions through experimentation.

+ **Agile Product Delivery:**

+ Is accountable for success of product delivery on the most complex and high-risk products. Collaborates with other product managers, technology, and non-technology partners; often requiring strong agile cross-team or cross-portfolio interactions and ways of working.

+ In partnership with multiple teams, works to remove impediments within and among teams. Negotiates resolution to conflicts and constraints.

+ Ensures customer, user, and stakeholder insights are embedded in each stage of the product management life-cycle to enable efficient and effective use of delivery resources.

+ Ensures teams have product ownership and may play the role for SCRUM teams, collaborating on story creation and refinement, definition, acceptance criteria, prioritization, and acceptance of work as done.

+ Ensures teams can break down work and synchronize in a manner which enable frequent release of valuable product changes.

+ Understand and facilitate and/or participate in team/agile ceremonies (effective structure & routines).

+ Responsible for successful delivery of measurable, goal-aligned value (quality, timing, communication), including ownership and refinement of the product roadmap.

+ Communicates product releases to stakeholders & partners

+ **Product Assessment:**

+ Ensures every goal-aligned unit of value created by multiple teams is measurable and can show progress towards overall product objectives.

+ Monitor and communicate product health, impact of product releases, and progress against product goals.

+ Accountable for ensuring product teams utilize data to gauge performance and inform strategic revision and discovery.

+ Storytelling of the multiple products/product teams and the interconnectivity of them when assessing the results and sharing back with the AD or Dir of Product Management and stakeholders.

+ Responsible and accountable for meeting product outcomes and if necessary, making enhancements to go to market strategy, product, etc. to meet them.

+ **Stakeholder Management and Communication:**

+ Collaborates with business leaders and finance to manage budget, go to market strategy, etc.

+ Ensures key information (strategy, priorities, plans, experiments, results, etc.) regarding the product(s) is understood by stakeholders.

+ Communicates effectively as part of the Product Management team supporting a broader product family or portfolio.

+ Works with diverse stakeholders across department and organizational unit lines to understand, prepare for, and benefit from product changes.

+ **Product Leadership**

+ Provides thought partnership with AD, Dir, and Sr. Dir of Product Management

+ Periodically assesses the health and maturity of the product management practice within their sphere of responsibility; and works to continuously improve.

+ Mentor and coach Associate Product Managers and Product Managers

Who You Are

+ 6+ years of business, technology, or product management experience; or equivalent demonstrated through the following: work experience, training, military experience, or education.

+ Demonstrated experience with Virtual Assistant technologies.

+ Demonstrated experience with conversational products, including Chatbots, Conversational IVR, and AI/personalization initiatives.

+ Demonstrated experience managing multiple products.

+ Demonstrated success establishing product strategy.

+ Demonstrated success managing complex stakeholder expectations in a product environment.

+ Demonstrated success in both discovery and delivery against product outcomes.

+ Demonstrated ability to think strategically and make decisions in a fast-paced environment, in multiple teams/functional areas/organizations.

+ Demonstrated success bringing together customer, user, or partner data and insights to make decisions in a product environment.

+ Coaching and mentoring experience in a professional setting.

+ 3+ years working in a highly collaborative, fast-paced product environment with product or engineering teams and stakeholders.

Skills That Will Help You Stand Out:

+ Experience with Conversational AI platforms such as Dialogflow, Rasa, Microsoft Bot Framework, Amazon Lex, or IBM Watson Assistant.

+ Familiarity with Natural Language Processing (NLP) and machine learning principles, particularly related to intent recognition, entity extraction, and contextual understanding.

+ Understanding of Large Language Models (LLMs) and how they’re applied in chatbots, virtual assistants, or customer service automation (e.g., OpenAI GPT, Claude, Gemini).

+ Hands-on experience with analytics tools for tracking chatbot performance (e.g., confusion rate, fallback rate, CSAT, NLU accuracy).

+ Knowledge of prompt engineering or fine-tuning LLMs to improve accuracy, personalization, and safety of chatbot responses

+ Proficiency in tools for rapid prototyping and A/B testing in conversational products.

+ Technical fluency to work with data scientists and engineers (APIs, backend systems, data pipelines).

+ Experience launching conversational products across multiple platforms (e.g., web, mobile app, WhatsApp, Slack, IVR, voice assistants).

+ Strong stakeholder management across design, engineering, marketing, and support teams.

+ Agile and lean product development experience, especially in fast-paced or startup environments.

+ Understanding of data privacy, compliance (e.g., GDPR, HIPAA) and responsible AI practices related to conversational products.

+ UX skills in conversational design, including creating conversation flows, voice/tone guidelines, and persona development.

Salary Range Information

Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly)

$123000 - $150000 / year

Time Off Program

Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness. Employees don’t accrue a bank of time off under FTO and there is no set number of days provided.

Pension Eligible

Yes

Additional Information

Work Environments

This role offers the ability for in-office, hybrid (blending both office and remote work in a typical workweek), and remote work arrangements. You’ll work with your leader to figure out which option may align best based on several factors.

Work Authorization/Sponsorship

At this time, we're not considering applicants that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but IS NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For additional information around work authorization needs please use the following links.

Nonimmigrant Workers (https://www.uscis.gov/working-in-the-united-states/temporary-nonimmigrant-workers) and Green Card for Employment-Based Immigrants (https://www.uscis.gov/green-card/green-card-eligibility/green-card-for-employment-based-immigrants)

Investment Code of Ethics

For Principal Asset Management positions, you’ll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.

Experience Principal

At Principal, we value connecting on both a personal and professional level. Together, we’re imagining a more purpose-led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site (https://www.principal.com/about-us/careers) to learn more about our purpose, values and benefits.

Principal is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Posting Window

We will accept applications for 3 full days following the Original Posting Date, after which the posting may remain open or be removed based upon applications received. If we choose to post the job again, we will accept additional applications for at least 1 full day following the Most Recently Posted Date. Please submit applications in a timely manner as there is no guarantee the posting will be available beyond the applicable deadline.

Original Posting Date

7/8/2025

Most Recently Posted Date

7/8/2025

LinkedIn Remote Hashtag

\#LI-Remote

LinkedIn Hashtag

\#LI-EW1