We in the Customer Care Intelligence team (formerly project Toronto) are currently building a range of SaaS product to easily enable companies to digitally transform their customer care through the power of AI. Through our Virtual Customer Service Agent and our Insights analytics product we will enable customer service teams to create and maintain high quality customer service bots to help customers through chat and voice; all without the need for AI experts, Data Scientists or programmers. Here is Satya talking about our work: https://www.linkedin.com/feed/update/urn:li:activity:6447894933520158720/. Customer Service Insights is all about providing actionable analytics for customer service managers. It provides a single pane of glass that combines analytics across human and virtual agents to optimize the customer experience holistically. We already are using advanced NLP technology to automatically identify similar cases to allow automatic detection of new emerging support topics and analytics
We are looking for a Group Program Manager to take over end-to-end product responsibility for this product, leading the existing PM team and working closely with the partner teams. You must be customer focused and data driven and have a strong passion about creating delightful user experiences in an agile, iterative manner. If you are looking for challenging and a highly visible role, come join the Customer Care Intelligence team! The role reports directly to the GM for CCI.
Basic Qualifications: 5+ years of product management experience 2+ years of successfully working on end-user facing service 2+ years of managing products involving AI or BI/Analytics Preferred Qualifications: 5+ years of experience of identifying unmet customer needs and driving them to successfully shipped and adopted scenarios 2+ years of experience in solutions for customer service teams 2+ years of managing teams Prior experience with NLP is ideal Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but