Product Manager (AI) [SK-20966]

Aquent is partnering with a pioneering organization in the public utility sector, a company dedicated to delivering essential services and driving innovation for millions. This leader is at the forefront of leveraging advanced technologies to enhance customer operations and improve service delivery, shaping a future where technology and service excellence converge. Join a team that values visionary talent and is committed to making a tangible impact on the lives of millions.

Are you a visionary Product Manager with a passion for transforming complex challenges into groundbreaking AI-driven solutions? This is your opportunity to play a pivotal role in shaping the future of customer operations through artificial intelligence. You will not only define and deliver cutting-edge AI products but also champion a customer-centric approach, directly impacting how this organization serves its vast user base and optimizes internal processes. Your leadership will drive strategic initiatives, bridge critical gaps between business needs and technical execution, and ensure the successful adoption of transformative AI solutions, fundamentally changing how the organization operates and interacts with its customers.

What You’ll Do

• Lead end-to-end product and feature development for customer operations AI initiatives, from initial concept through successful delivery and widespread adoption.
• Strategically prioritize and sequence AI use cases based on their potential business value, technical feasibility, and associated risks, ensuring complete alignment with overarching organizational goals.
• Translate intricate business problems within customer operations into clear, actionable problem statements, comprehensive epics, detailed user stories, and precise acceptance criteria for the technical build team.
• Act as the vital link and primary liaison between diverse business stakeholders and the technical build team, expertly facilitating discovery sessions, validating requirements, and managing expectations effectively to ensure seamless collaboration.
• Define and champion measurable success criteria for each AI use case (e.g., deflection rates, handle time reduction, accuracy improvements, adoption metrics), holding the team accountable for achieving these critical outcomes.
• Facilitate all essential Agile ceremonies, including daily stand-ups, sprint reviews, retrospectives, backlog grooming, and meticulous sprint/release planning, fostering a highly efficient development cycle.
• Track and communicate team velocity and sprint/release progress to affected teams and management using established Agile estimating techniques, ensuring transparency and informed decision-making.
• Ensure daily task status and hours are accurately maintained in Agile tracking systems, providing complete and real-time backlog transparency to all relevant parties.
• Oversee critical responsible-AI and governance touchpoints, including the implementation of human-in-the-loop design principles, defining robust evaluation criteria, and establishing essential guardrail requirements for ethical and effective AI deployment.
• Develop and execute comprehensive change management and rollout strategies, encompassing targeted training programs, proactive adoption initiatives, and robust feedback loops with end users to ensure smooth transitions and continuous improvement.
• Continuously research and benchmark the latest AI trends and comparable enterprise deployments across the industry to inform and strategically evolve the product roadmap, keeping the organization at the forefront of innovation.
• Cultivate a deeply customer-centric culture across all initiatives, taking special interest in proactively meeting the needs of both external customers and internal stakeholders.
• Initiate and implement program improvements across governance and intake processes, performing other related tasks as required to advance the initiative and drive organizational excellence.

What You’ll Bring To The Team

• Proven experience managing an agile product development team as a Product Owner or Product Manager, with a track record of successful product delivery.
• Demonstrated expertise with Generative AI, conversational AI, or intelligent automation products, including the ability to define robust evaluation criteria and determine “good enough to ship” for probabilistic systems.
• Proficiency in Agile program management frameworks and extensive experience util…