Product Manager, Conversational AI & IVR

Philadelphia, PA, United States (On\-site) Contract (2 months 18 days) Published 5 hours ago stakeholder management crm integration UX/UI product management customer service skills Debugging Skills problem \- solving analytical skills kpi management * Comcast is seeking a Product Manager to lead the strategy, roadmap, and execution of conversational experiences across AI\-powered voice and digital platforms. This role starts with the customer—understanding where experiences break down, identifying unmet needs, and turning those insights into better products. The Product Manager will directly use customer feedback, conversation data, behavioral data, and journey analysis to improve self\-service experiences and reduce customer effort. * We’re looking for a Product Manager who likes to build, prototype, and experiment—using modern AI development tools to turn ideas into working concepts and accelerate product discovery. The ideal candidate is technically capable and comfortable with APIs, data, prompts, prototypes, debugging, and AI coding agents, without needing to be a production software engineer. This individual will partner closely with engineering, design, data science, operations, and customer experience teams to deliver scalable, measurable solutions. **Key Responsibilities:** Product Strategy \& Roadmap: * Define the vision, strategy, and roadmap for conversational and AI\-powered customer experience products. * Identify unmet customer needs and breakdowns across voice, chat, messaging, and self\-service journeys. * Turn customer feedback, conversation data, behavioral data, and journey analysis into product priorities and experiments. * Prioritize investments based on customer impact, business value, and measurable outcomes. Product Delivery \& Optimization: * Own the product lifecycle from discovery through launch and continuous improvement. * Develop business requirements and align teams around product objectives. * Partner with engineering, AI/ML, UX, conversation design, and operations teams to deliver high\-quality solutions. * Monitor product performance and optimize experiences using customer feedback, analytics, and business outcomes. * Use AI\-assisted development and prototyping tools to quickly explore ideas, build working proofs of concept, test assumptions, and collaborate more effectively with engineering and design. Conversational AI \& IVR Leadership: * Lead the evolution of conversational, messaging, virtual assistant, contact center, and AI\-powered customer experiences across voice and digital channels. * Improve automation, containment, and self\-service effectiveness while reducing customer effort. * Partner with AI and conversation design teams to enhance intent recognition, customer journeys, and service outcomes. * Manage integrations between conversational platforms and enterprise systems, including CRM, billing, support, and digital applications. * Stay current on emerging technologies, including Generative AI, large language models (LLMs), speech recognition, and conversational AI. Stakeholder Management * Build strong partnerships across business, technology, operations, customer experience, and leadership teams. * Present product strategy, roadmap updates, business cases, and performance results to stakeholders. * Align diverse teams around shared goals and measurable outcomes. **Required Qualifications:** * Bachelor's degree in Business, Computer Science, Engineering, Information Systems, or a related field. * 5\+ years of Product Management experience delivering customer\-facing digital products. * Experience owning products from concept through launch and ongoing optimization. * Experience with conversational, messaging, virtual assistant, contact center, or AI\-powered customer experience platforms across voice and/or digital channels. * Experience delivering conversational products across voice, chat, messaging, or other digital channels; experience spanning multiple channels is strongly preferred. * Experience managing or partnering on customer\-facing user experiences and interfaces. * Strong understanding of Agile product development methodologies. * Experience defining product requirements, roadmaps, KPIs, and success metrics. * Strong analytical, problem\-solving, and communication skills. * Proven ability to lead and influence cross\-functional teams. **Preferred Qualifications:** * Experience in telecommunications, broadband, media, customer service, or contact center technologies. * Experience with conversational AI and customer engagement platforms such as Google Dialogflow, Nuance, Genesys, Cognigy, Kore.ai, Amazon Lex, Microsoft Copilot Studio, Azure AI Services, or other conversational/customer engagement platforms. * Hands\-on experience with AI\-assisted development tools such as Claude Code, Cursor, GitHub Copilot, Codex, or similar tools, with the ability to prototype or build lightweight applications and product experiences. * Experience with Generative AI, LLM\-powered experiences, prompt design, or AI orchestration frameworks. * Familiarity with NLP, NLU, speech technologies, and conversational design principles. * Experience improving IVR containment, self\-service adoption, and contact center experiences. * Knowledge of customer journey mapping, service design, experimentation, and product analytics. * Experience integrating conversational platforms with CRM and enterprise systems. * Familiarity with accessibility and inclusive design practices. **Success Profile:** The successful candidate will be: * Customer\-obsessed, with an expectation to stay close to customer needs, friction points, and outcomes. * A hands\-on builder who is comfortable getting into the product, experimenting with new technology, and creating prototypes rather than relying exclusively on engineering teams to explore ideas. * Data\-driven and comfortable using customer feedback, conversation data, behavioral data, journey analysis, and product analytics to make decisions. * Technically capable and comfortable working with APIs, data, prompts, prototypes, debugging, and AI coding agents. * A clear communicator who can bring business and technology partners together around customer outcomes. The pay range that the employer in good faith reasonably expects to pay for this position is $39\.30/hour \- $61\.40/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis. *Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non\-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.*