M3 Product Manager - Conversational AI & Service

Hiring for M3 Product Manager

• 4-7 years of experience in Product Management, Customer Experience or Digital Servicing.
• Experience working with customer journeys, chatbot platforms, service processes or customer support technologies.

Key Responsibilities:

Customer Insight & Problem Discovery:

• Understand customer pain points through analysis of customer contacts, support tickets, complaints, chatbot interactions, VOC feedback, NPS responses, customer interviews and business stakeholder inputs.
• Identify key drivers of customer interactions and opportunities for automation.
• Conduct root cause analysis to uncover journey gaps and servicing inefficiencies.
• Develop a deep understanding of customer behaviors, needs and expectations across trading and investment journeys.
• Translate customer problems into scalable product and servicing solutions.

Customer Journey Design & Optimization:

• Design and optimize end-to-end customer journeys across servicing, onboarding, trading support, funds, portfolio management and account maintenance.
• Create intuitive conversational journeys that improve resolution rates and customer satisfaction.
• Reduce customer effort by simplifying complex servicing processes.
• Drive digital-first experiences that shift customers from assisted channels to self-service.
• Continuously improve journeys based on customer feedback, behavioral analytics and operational insights.

Chatbot & Conversational AI Product Management:

• Own the chatbot roadmap and product strategy.
• Define and prioritize enhancements based on customer needs, business goals and operational impact.
• Build AI-led servicing use cases leveraging Conversational AI, GenAI and workflow automation.
• Improve intent recognition, conversational accuracy and automation effectiveness.
• Manage chatbot knowledge base, FAQs, guided flows and API-driven use cases.
• Evaluate and implement emerging AI capabilities to enhance customer servicing.

Contact Center & Agent Productivity Solutions:

• Partner closely with Contact Center and Operations teams to improve customer issue resolution.
• Design and enhance agent dashboards, operational workbenches and monitoring tools.
• Create customer prioritization mechanisms, service buckets and case categorization frameworks.
• Develop alerts and proactive intervention workflows for high-risk customer situations.
• Improve agent visibility into customer journeys, interaction history and open issues.
• Design solutions that improve First Contact Resolution (FCR), SLA adherence and customer satisfaction.
• Support operational teams in identifying and resolving service bottlenecks through technology and analytics.

Product Delivery & Execution:

• Translate business requirements into detailed product requirements, user stories and acceptance criteria.
• Work closely with Engineering, Salesforce, Middleware, Data and Vendor teams to deliver solutions.
• Manage sprint planning, UAT, production releases and rollout activities.
• Ensure timely and high-quality delivery of product enhancements.
• Drive stakeholder alignment across CX, Operations, Technology and Business teams.

Analytics & Performance Management:

• Define and monitor key performance metrics across chatbot and servicing journeys.
• Analyze customer, operational and digital engagement data to identify improvement opportunities.
• Build business cases and quantify impact of proposed initiatives.
• Present insights, recommendations and performance updates to senior management.