Product Manager (AI Conversational Experience)

You will shape how millions of American consumers experience financial services through AI-powered conversations. By designing conversation flows that are natural, empathetic, and effective, you will transform complex financial operations into seamless customer interactions. You will synthesize insights from real conversations and translate them into structured AI logic that will directly impact customer satisfaction, operational efficiency, and business outcomes. You will bridge the gap between human conversational expertise and AI capability, ensuring our platform delivers conversations that feel authentically human while scaling beyond what human agents alone could achieve.

What You'll Do

- Design conversational flow logic and create example conversations that are natural, engaging, and effective for customer operations

- Synthesize insights from live agent-consumer conversations, identifying nuances and patterns that inform AI conversation design

- Translate conversational insights into requirements that capture the subtleties of effective human communication

- Develop comprehensive conversation guides, coaching content, and response examples for AI systems

- Review and debug AI-consumer conversations to identify improvement opportunities, refine instructions, and enhance naturalness

- Collaborate with internal subject matter experts to extract their conversational expertise and systematically structure it for AI implementation

- Continuously iterate on conversation flows based on newly discovered situations, edge cases, and consumer feedback

- Map detailed, empathetic customer journeys that account for emotions, frustrations, and conversational dynamics

- Native or near-native English proficiency (American English preferred) – this is very important as you're designing conversational experiences for the US market.

- Proven ability to synthesize order from chaos: extracting insights and structure from large volumes of unstructured conversational data

- Experience designing for conversational interactions rather than just analyzing structured data and metrics

- Background in roles that require deep consumer understanding through conversation: coaching, consumer research, customer journey mapping, or other fields that rely on extensive consumer interviewing for synthesized insights

- Demonstrated skill in identifying conversational nuances and translating them into systematic, repeatable patterns

- Ability to describe comprehensive, detailed, empathetic consumer journeys based on real conversational interactions

- Strong organizational and design thinking skills – bringing structure to complexity and using that structure to design effective flows

- Comfort working with AI tools without over-relying on them for tasks requiring human judgment about conversational quality

- Customer empathy, first principle problem solving, and extreme ownership

• Comprehensive health care coverage for you and your dependents

• Onsite lunch with multiple options, including vegetarian
  Unlimited free coffee, tea, snacks, and fruit to keep you energized

• Generous leave policies, including annual leave, sick leave, and flexible work hours

• All employees have access to Udemy, offering endless opportunities for skill development

• Grab for work allowance

• 13th-month salary and performance bonus