At Ring and Blink CS, we're seeking an innovative Product Manager, Technical (PM-T) to lead our chat platform, LLM applications, and roadmap initiatives. In this pivotal role, you'll partner closely with our Technical Program Manager to transform customer support through AI/ML solutions that anticipate customer needs and redefine industry standards.
Key job responsibilities
* Strategic Vision & Roadmap Development: Define and own the product vision, strategy, and roadmap for the chat platform and all LLM applications across Ring and Blink
* LLM Integration: Drive the development and integration of large language models (LLMs) into customer support workflows, enhancing agent capabilities and customer self-service
* Cross-Functional Leadership: Collaborate with engineering, data science, design, and customer support teams to deliver cohesive, intuitive LLM-powered experiences
* Technology Selection: Evaluate, and implement appropriate LLM technologies, frameworks, and approaches that align with business goals and customer needs
* Data-Driven Decision Making: Define success metrics, analyze performance data, and make strategic adjustments to optimize user experiences and business outcomes
* User-Centric Design: Ensure all chat and LLM features meet customer needs through rigorous user research and testing
* Technical Specifications: Create detailed technical product requirements and documents that bridge business needs with engineering and Data Science implementation and planning.
A day in the life
* Lead product discovery sessions to identify customer pain points and opportunities for LLM-powered solutions
* Collaborate with engineering leads to refine technical approaches for implementing conversational AI features
* Review performance metrics of existing LLM applications and recommend enhancements
* Present product roadmap updates to leadership, showcasing impact on customer satisfaction and operational efficiency
* Work with your TPM partner to ensure seamless execution of the product vision across multiple workstreams
* Engage with data science teams to improve LLM model performance and accuracy
* Partner with Blink stakeholders to align on shared LLM initiatives and ensure consistent implementation
About the team
You'll join RBKS Customer Support's innovative product team, dedicated to transforming customer experiences through strategic application of technology. Working alongside passionate problem-solvers, you'll help redefine industry standards for customer support by leveraging AI/ML advancements to develop intelligent self-service tools and seamlessly integrate human support, all while maintaining our commitment to customer privacy, security, and product expertise.
