Product & Engineering Manager, Conversational AI & Service Platforms

Product & Engineering Manager, Conversational AI & Service Platforms

Job Description

Product & Engineering Manager, Conversational AI & Service Platforms owns strategy, engineering oversight, and global scalability of Conversational AI and Consumer Service Platforms, driving AI-powered automation, chatbot innovation, and measureable improvements in consumer service quality, efficiency and experience across markets and communication channels.  This role is responsible for managing and evolving the global Consumer Services platform, currently Salesforce Service Cloud, within the DTS function. The position requires close collaboration with other digital technology solutions (DTS) teams, global growth organization (GGO) and business stakeholders to deliver scalable, secure, and innovative solutions for the platform and also stable Call Center operations worldwide.

Essential / Primary Duties

•Own the vision, roadmap, and full lifecycle of the Consumer Services platform (Salesforce Service Cloud).

•Define and prioritize platform features and enhancements grounded in business needs, customer insights, and emerging technology trends.

•Partner with business segments to gather requirements and align platform solutions to shared goals.

•Translate business requirements into platform and AI capabilities; manage the product backlog and release cycles using Agile methodologies.

•Establish the long‑term strategy integrating AI, analytics, automation, and customer experience innovation.

•Govern responsible AI standards for conversational experiences, ensuring accuracy, fairness, proper escalation, and regulatory compliance.

•Balance operational excellence (“run the business”) with transformational innovation, maintaining platform reliability, uptime, and service continuity.

•Define and track OKRs and KPIs measuring the impact of conversational AI and automation, including CX performance, service quality, cost‑to‑serve, and efficiency.

•Own end‑to‑end conversational architecture, including bot design, orchestration, human handoff, and consistent omni‑channel experiences across regions and brands.

•Lead product owner, scrum master and engineering teams to ensure high‑quality delivery and platform stability; Provide product, technical, and AI leadership to platform team members, fostering strong Agile practices, continuous learning, and a culture of innovation and accountability.

•Manage vendor relationships, contracts, and licensing for the Consumer Services platform ecosystem.

•Ensure adherence to security, privacy, and data governance standards.

•Monitor platform performance, identify issues, and drive continuous improvement initiatives.

•Lead integration efforts with enterprise systems to ensure a seamless, scalable end‑to‑end architecture.

•Provide guidance and support for platform‑related projects, issues, and escalations.

Knowledge, Experience and Education

Bachelor’s degree in C...