Product Manager / Product Owner

Hybrid in NYC

What You'll Do

• Lead the charge in product and feature development for customer operations AI initiatives, owning the end-to-end backlog from intake through delivery and adoption.
• Prioritize and sequence use cases based on business value, feasibility, and risk, ensuring strategic alignment.
• Translate complex business problems within customer operations into clear problem statements, epics, user stories, and acceptance criteria for the build team.
• Serve as the crucial bridge between business stakeholders and the technical build team, facilitating discovery, validating requirements, and managing expectations effectively.
• Define and champion measurable success criteria for each use case (e.g., deflection, handle time, accuracy, adoption), holding the team accountable for achieving these outcomes.
• Lead and facilitate all Agile ceremonies, including stand-ups, reviews, retrospectives, backlog grooming, and sprint/release planning.
• Track and communicate team velocity and sprint/release progress to affected teams and management using Agile estimating techniques.
• Ensure daily task status and hours are maintained in Agile tracking systems for complete backlog transparency.
• Own responsible-AI and governance touchpoints, including human-in-the-loop design, evaluation criteria, and guardrail requirements.
• Drive comprehensive change management and rollout strategies, including training, adoption initiatives, and feedback loops with end users.
• Conduct continuous research and benchmarking on AI trends and comparable enterprise deployments to inform and evolve the product roadmap.
• Support and foster a customer-centric culture, taking special interest in meeting the needs of both external and internal stakeholders.
• Initiate and implement program improvements across governance and intake processes, performing other related tasks as required to advance the initiative.

What You'll Bring

• Proven experience managing an agile product development team as a Product Owner or Product Manager.
• Demonstrated experience with Generative AI, conversational AI, or intelligent automation products, including the ability to define evaluation criteria and "good enough to ship" for probabilistic systems.
• Proficiency in Agile program management frameworks and utilizing Agile tracking tools.
• Exceptional ability to manage multiple assignments and changing priorities across a complex stakeholder ecosystem.
• Excellent oral and written communication skills, including proficiency with standard office productivity suites.
• Experience producing formal presentations and documentation for executive and regulatory share-outs.
• Experience with responsible-AI or AI governance frameworks.
• Previous management experience (employees or contractors).
• Must have a Bachelor's Degree.

Nice-to-Haves

• Vendor management experience.
• Agile, Product Owner, or Scrum certification.

About Skill

Skill connects the best professional, IT, engineering, financial and administrative talent with the world's biggest brands. Our eligible talent get access to benefits such as health benefit contributions, retirement plans with match and flexible spending accounts.

Skill is an equal-opportunity employer. We evaluate qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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