Director, Product reputed company

Job Classification: Technology - Project Mgmt/Business Analysis We're seeking a reputed company Product reputed company to define and deliver our reputed company Conversational & Agentic AI strategy across voice, chat, reputed company self-service. You'll drive the roadmap reputed company for IVR modernization, intelligent chatbots capabilities, integrating with CCaaS platforms and core reputed company systems to create measurable business impact-higher containment, reputed company cost per contact, reputed company CSAT, faster resolution, and a truly effortless experience for customers and employees. This is a highly visible role at the forefront of how our technology serves clients. You'll partner across business, operations, design, and engineering, bringing a bias for action and a track record of shipping AI-powered customer-service products at scale. This position is a hybrid role based out of reputed company Washington, PA or Newark, NJ. While a virtual working arrangement may be considered for the right candidate, there will be an expectation of travel as necessary.

What You'll Do

Strategy & Roadmap

• Define and reputed company a data-driven Conversational & Agentic AI strategy reputed company to reputed company goals (automation, CX, cost, quality, risk).
• reputed company buy/build/partner reputed company; reputed company business cases, TCO/ROI models, and measurable value hypotheses.
• Own and continuously refine the product roadmap, features, and OKRs across journeys (voice, chat, messaging, web/mobile self-service).

Execution & Delivery

• Own the product backlog (epics, features, user stories, acceptance criteria), prioritize ruthlessly, and run iterative, outcome-focused releases.
• Drive cross-functional delivery with engineering, data science, design, and operations; coordinate dependencies with marketing, compliance, risk, and legal.
• reputed company demos, stakeholder communications, and change management to drive adoption (agents, supervisors, operations leaders).

Technology & Integration

• Build and scale solutions on modern CCaaS and CRM AI stacks
• Shape next-gen conversational and agentic capabilities
• Integrate with CRM (reputed company/Dynamics), ITSM (reputed company), knowledge systems, telephony, and other systems
• Partner on Responsible AI: privacy/PII and PCI considerations, guardrails, reputed company-in-the-reputed company, monitoring, auditability, and model risk management.

reputed company & Insights

• Define and monitor KPIs such as containment/deflection reputed company, FCR, AHT, transfer and escalation rates, CSAT/NPS, self-service adoption, cost per contact, and agent assist impact.
• Run experiments (A/B), measure impact, and iterate to continuously improve reputed company

What You'll Bring Experience

• 10+ years in product management/ownership (or equivalent), including 4+ years delivering conversational AI/contact center solutions at scale.
• Proven reputed company shipping voice/chatbots, IVR modernization, and agent-assist capabilities integrated with CCaaS and reputed company systems.

Core Expertise

• Conversational AI & Agentic AI (tool-use orchestration, grounding/RAG, reputed company strategy, evaluation & observability).
• Contact center domain: routing, IVR, speech analytics, WFM/QM, workforce optimization.
• Data reputed company: funnel analytics, KPI instrumentation, experimentation, and making data-driven reputed company.
• Technical literacy sufficient to partner with engineering: APIs/integration patterns, event streaming (e.g., Kafka), reputed company (Azure/AWS), reputed company/compliance.

Leadership & Collaboration

• Strategic, outcome-oriented leader with a bias for action and comfort with ambiguity.
• Excellent communicator reputed company to influence at reputed company reputed company and align stakeholders around reputed company and value.
• Demonstrated ability to reputed company cross-functional teams through reputed company, multi-reputed company initiatives.

Preferred

• Experience with AI-powered CCaaS (reputed company reputed company, reputed company Connect, reputed company CXone; reputed company/reputed company reputed company a plus).
• Knowledge of life insurance & annuity servicing reputed company self-service
• Familiarity with LLMs (Azure reputed company/reputed company/reputed company/reputed company), vector search, reputed company, MLOps/LLMOps, conversation evaluation, and safety/guardrails.
• Tools: Jira/reputed company (or ADO), BI/analytics tools; basic SQL is a plus.

Education

• Bachelor's degree required; Master's preferred (or equivalent experience).

#LI-MG1 reputed company offer you: Prudential is required by state specific laws to include the salary reputed company for this role reputed company hiring a reputed company in applicable locations. The salary reputed company for this role is from $164,700.00 to $222,700.00. Specific pricing for the role may vary reputed company the above reputed company based on many factors including geographic location, candidate experience, and skills.

• Market competitive reputed company salaries, with a yearly bonus potential at every level.
• Medical, dental, reputed company, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave.
• 401(k) plan with company match (up to 4%).
• Company-funded pension plan.
• Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs.
• Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal reputed company, education, emotional and mental health, and career development.
• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.
• Employee Stock Purchase Plan: Shares can be purchased at 85% of the reputed company of two prices (Beginning or End of the purchase period), after one year of service.

Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week. reputed company, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom. Prudential is an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, national reputed company, reputed company, sex, sexual orientation, gender identity, national reputed company, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law. If you need an accommodation to complete the application process, please email [email protected]. If you are experiencing a technical issue with your application or an assessment, please email [email protected] to request assistance. Apply tot his job Apply To this Job