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Job Description

A large retail company is seeking a dynamic and technically proficient Product Manager to spearhead the development, integration, and optimization of customer engagement platforms and AI-driven solutions for a large retail company. This role will own the roadmap and execution of retail-focused customer service tools, including a Salesforce-based Case Management system, AI-powered virtual agents, and omnichannel communication platforms like IBM Watson Assistant or Twilio Flex. Key responsibilities include defining a strategic roadmap for retail customer engagement tools, acting as a liaison between retail business units and technical teams, leading AI agent design and optimization, managing Salesforce Service Cloud enhancements, executing within an Agile framework, and driving data-driven improvements to enhance customer satisfaction and operational efficiency. The ideal candidate will blend deep retail customer service expertise with hands-on experience deploying automation and AI tools to enhance customer experiences and streamline retail support operations.-- Apply today!

Pay rate: $70-$90/hr

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

4+ years of Product Owner or Product Manager experience, ideally in retail customer experience or contact center technology.

Proven track record of delivering AI agent or chatbot solutions in a customer-facing environment.

Proficiency with Salesforce Service Cloud, including case management workflows and automation tools.

Familiarity with omnichannel platforms such as IBM Watson Assistant, Twilio Flex, Live Agent, or similar.

Strong Agile delivery skills and experience crafting technical and user-facing requirements. Experience integrating AI agents with retail CRMs, e-commerce platforms, or real-time messaging tools.

Working knowledge of NLP/ML principles for chatbot training and optimization in retail contexts.

Salesforce Administrator or Platform App Builder Certification.

Familiarity with retail-specific technologies like IVR, CTI, or in-store digital integrations. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].