Manager, Product Management, Agent Enablement & Coaching

What you'll do

• Direct the product strategy for frontline customer servicing agent empowerment and performance management.
• Own the post-MVP roadmap to deliver automated coaching alerts and "just-in-time" workflows.
• Run experiments using AI-driven solutions to analyze servicing interactions and surface root causes in real time.
• Integrate Agent Scorecards into the platform to unify cross-LOB performance evaluations and accountability.
• Partner with Design and Engineering to optimize call listening, assessment review, and dashboard interfaces.
• Deliver continuous actionable insights to drive customer-level servicing quality and proactive risk mitigation.

What we're looking for

• A Bachelor's or Master's degree in a quantitative field, Business, or Marketing is required.
• A Bachelor's degree in any field and at least 3 years of Product Management experience is required.
• Proven track record of shipping human-centric platforms and leading cross-functional tech teams is required.
• Experience or interest in the agent coaching domain is required.
• Ability to align design, engineering, and operations to streamline complex workflows is required.
• Proficiency in leveraging AI to solve complex operational challenges is required.
• Experience translating business strategy and analysis into consumer-facing digital products (preferred).