Job Description

What you will be doing

As the Senior Product Manager I, you will drive the experimentation and implementation of Digital Assistants using Generative AI. You will also prioritize and manage the delivery of use cases for our interaction analytics platform. You will act as the product champion within the company, collaborating across business units, working closely with technology development, design, data science, change management, training & quality and knowledge management teams as well as external partners to ensure that customer experience and operational efficiency goals are met.

Your responsibilities for CX AI Solutions (interaction analytics, digital assistants, etc.)

Strategy & Vision:

• Drive experimentation and implementation of Digital Assistants & manage interaction analytics
• Define the strategic direction and vision for both products
• Anticipate user, customer, and business needs and prioritize those for the organization
• Communicate the vision, strategy, and benefits at all levels
• Keep a close eye on changes in the technological landscape and keep stakeholders informed

Product Development and Roadmap:

• Define product features and functionalities in alignment with business goals
• Define and manage the product roadmap; deliver on the roadmap in line with business expectations
• Ensure all delivery milestones and product decisions are data-driven and have clear success criteria
• Analyse risks and issues hindering deliverables, develop mitigation plans, and escalate as needed
• Ensure ownership of deliverables is clearly defined, documented, and communicated

Stakeholder Engagement and Collaboration:

• Engage and align with business leads across the organization
• Establish a close partnership with key business units, such as DBS and Product teams
• Be a single point of contact for the business and external partners, including commercial discussions
• Facilitate demos and trainings for relevant groups across the company

Performance Monitoring and Data-Driven Decisions:

• Continuously monitor performance and establish new KPIs where required
• Use concrete facts, including A/B testing, to support decision-making
• Ensure all processes are adequately documented

Education, Knowledge, Skills and Experiences (and any other requirements)

• Bachelors or Masters in a technical subject (Data Science, Computer Science, or Engineering discipline) is preferred
• Demonstrable product management experience with accountability for the development of building and optimizing online products and user experience
• Proven experience in managing tech products (implementation stage)
• Affinity with Generative AI and process automation
• Firm grasp of data and technical architecture principles and best practices
• Experience working in an Agile development environment required (JIRA experience preferred)
• Evidence of providing product leadership or direction to at least two agile delivery teams
• Experience interacting with different stakeholders (internal and external), explaining business & technical choices to them and facilitating decision making
• Ability to effectively work with a development team to solve problems and explain technical problems in a business context to internal stakeholders
• Strong analytical skills and attention to detail combined with strategic thinking skills
• Self-motivated and able to work in a matrix organization, accepting responsibility for own actions and removing barriers to team performance
• Experience with and knowledge of Customer Services domain and digital assistants a strong plus

Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: .

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