LEAD PRODUCT AI & DIGITAL PLATFORM-INDIA

The Role

Were seeking a Product Owner , AI, Agentic Capabilities & Customer Experience to define and execute the strategy for bringing advanced and proactive AI capabilities, including Agentic AI, to the Lumen Customer Portal and enterprise digital experiences. This critical role is about building the next generation of digital service, moving the customer experience from interaction-first to resolution-first, by leveraging AI and autonomous (agentic) capabilities to solve complex B2B customer issues end-to-end and drive significant operational efficiency. This individual will own the Generative AI and Agentic Roadmap and its required foundational platform components, ensuring seamless integration into the enterprise customer portal, developer portal, and underlying API products. The individual in this role collaborates closely with cross-functional teams to drive development and integration, establish and maintain alignment between the customer experience and development roadmaps, and serve as a champion for safe, reliable, and high-quality autonomous experiences.

The Main Responsibilities

• Architecting the AI Future: Work collaboratively and cross-functionally to define the vision for the Lumen Platforms Generative AI strategy, specifically focusing on how Large Language Models (LLMs) and autonomous/agentic systems can resolve complex B2B customer issues end-to-end, aligned with organizational goals and strategic priorities.
• Bridging Technical & Business Needs: Translate complex B2B customer journeys and business requirements (e.g., ticket creation, service modification, billing inquiries) into clear, actionable technical specifications for AI Agents, conversational interfaces, and workflow automation systems and their required underlying Tooling/APIs and orchestration logic.
• Deep Customer & AI Feedback Engagement: Engage regularly with customers and platform users to capture real-world feedback on AI accuracy, trust, and usability. Leverage these insights to inform the Agentic AI continuous learning and refinement roadmap, ensuring high user satisfaction (CSAT/NPS).
• Championing the AI Tooling Layer: Advocate for and drive an API-first strategy to ensure the platform provides a robust, governed, and structured Tooling Layer that AI models and autonomous agents can reliably call for action (e.g., defining API standards, taxonomy, and latency requirements for AI consumption).
• Driving AI Execution & Governance: Lead execution of the Generative AI and Agentic roadmap, defining detailed capabilities, LLM integration requirements, and Guardrails & Safety protocols (including Prompt Injection Prevention, data masking, and compliance checks) to mitigate risks like hallucination and data leakage.
• AI Performance & Lifecycle Management: Implement rigorous AI Governance and MLOps practices. Define and track key performance indicators including Task Success Rate, Hallucination Rate, Cost Per Interaction (CPI), and Agent Latency, ensuring solutions are robust, and changes are vetted against these metrics before release. Continuous Improvement: Identify opportunities to improve the end-to-end roadmap execution process, driving key learnings back into the organization.

• Bachelors degree or equivalent education and experience in a relevant technical discipline (e.g., Computer Science, Engineering); masters degree is a plus.
• 8+ years of progressive experience in Technical Product Management or Software Engineering, including 3+ years directly defining and launching Generative AI capabilities (specifically Agentic AI, large-scale conversational interfaces, or autonomous workflows).
• Deep expertise in Generative AI architectures, Large Language Models (LLMs), RAG (Retrieval-Augmented Generation) patterns, and the design of AI tools or functions for autonomous agents.
• Deep technical knowledge and understanding of API design principles (REST, GraphQL, Event Driven APIs), microservices architecture, and cloud platforms.
• Extensive experience with digital platforms, enterprise customer portals, and/or complex web applications, coupled with strong working knowledge of user experience design & research, and modern software development methodologies (Agile, DevOps).
• Proven ability to analyze complex technical data, identify and troubleshoot intricate technical issues, and develop scalable solutions that directly impact the customer and developer experience on the platform.
• Outstanding communication and interpersonal skills that enable effective collaboration with diverse technical and non-technical teams, stakeholders, and customers. Ability to create clarity and drive focus in complex and dynamic technical contexts up, down, and across the organization.
• Ability to manage and lead multiple technical priorities and projects while delivering against tight timelines in a complex and dynamic environment.

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