Product Manager, Omni-Channel & AI Strategy

About

Our client is a major player in the financial services space. Their Omnichannel Product team is focused on revolutionizing how customers interact with their brand. By leveraging a high-scale shared platform, they facilitate millions of touchpoints across SMS, RCS, email, voice, and bots. They are currently transitioning their communication infrastructure into an AI-driven "agent" model to create a more intuitive and automated experience for their global user base.

As a Product Manager for Omni-Channel and AI Strategy, you will be responsible for the seamless integration of customer conversations across all digital touchpoints. You will partner closely with engineering and business units to ensure that a customer’s journey is continuous, meaning customer should not have to repeat themselves when moving from an email to a bot or a live call. This is a "doer" role where you will own the product lifecycle, from identifying backend data requirements to deploying AI solutions that enhance both internal team efficiency and external customer prospecting.

Requirements

• Proven Product Ownership: Extensive experience as a Product Manager/Owner, specifically within a "build" environment rather than just maintaining existing features.
• Industry Background: Strong preference for candidates coming from high-regulation or high-volume sectors such as Financial Services (e.g., Amex, Citi) or Healthcare.
• Omni-Channel Expertise: Deep understanding of communication platforms (SMS, Email, Voice, Bot) and the logic required to synchronize data across them.
• AI Fluency: A strong grasp of AI/ML applications and a passion for using AI as a solution to drive customer engagement and operational efficiency.
• Accountability: A track record of seeing projects through to completion with high ownership; candidates from a heavy consulting background must demonstrate long-term product delivery and accountability.
• Stakeholder Management: Ability to collaborate effectively with engineering counterparts and confidently present strategies to C-suite/CPO levels.

Responsibilities

• Omni-Channel Strategy: Define and execute use cases that ensure a complementary channel experience, such as using SMS reinforcement for primary email communications.
• AI Integration: Lead the rollout of AI tools for internal team productivity and customer-facing service/prospecting initiatives.
• Data Collaboration: Work directly with tech teams to identify data sources and ensure backend systems are architected for cross-channel intelligence.
• Product Roadmap: Manage the lifecycle of new communication channels from initial need identification through to build and optimization.
• Platform Health: Monitor and optimize the performance of the shared platform, ensuring all customer channels are healthy and performing to KPIs.

About the Role

This is a Contract opportunity offering a competitive rate and a possible path to permanent employment. The role operates on a hybrid schedule, with a strong preference for candidates based in NYC, Charlotte, NC or Baltimore, MD. Our client prides itself on a culture of empowerment and forward-thinking innovation, looking for professionals who want to take true ownership of the next generation of AI communication tools.