1C
AI Chatbot Product Owner (Retail)
1872 Consulting
🇺🇸 United States
On-site
Staff / Principal
11 months ago
- AI
- CRM
- Natural Language Processing
- Agile
- Machine Learning
- AI/ML
- Salesforce Service Cloud
- ServiceNow
- Zendesk
11 months ago
AI Chatbot Product Owner (Retail)
Location:DallasDepartment: Customer Care & Digital Experience
Reports To: Director – Customer Care Technology
Compensation: Up to $130K
Company Summary
We are a leading retail organization focused on transforming the customer experience through innovation, data, and intelligent automation. Our teams are committed to creating seamless, high-quality interactions that reflect our brand and values. As we continue to scale, we are investing heavily in AI-driven customer service and digital self-service technologies that enhance satisfaction and operational efficiency.Position Summary
As theAI Chatbot Product Owner (Retail), you will lead the strategy, enablement, and continuous optimization of our retail chatbot and virtual assistant platforms. You'll translate customer service goals into conversational AI solutions that improve deflection, containment, and CSAT while maintaining the warmth and tone of our brand. This role combines product ownership, analytics-driven decision-making, and deep collaboration with Customer Care, Technology, and Data teams to drive measurable business outcomes.Key Responsibilities
·Own the chatbot roadmap and vision, aligning automation goals with customer experience strategy and retail service objectives.·Identify and prioritize high-value use casesfor self-service and conversational automation based on customer pain points and support data.
·Design, enable, and optimizechatbot intents, workflows, and content to improve containment, first contact resolution (FCR), and customer satisfaction (CSAT).
·Collaborate cross-functionallywith Customer Care, Technology, CRM, and Order Management teams to ensure seamless integrations and handoffs.
·Analyze performance metrics(deflection, AHT, precision, recall, and CSAT) to guide tuning cycles, NLP improvements, and customer journey refinements.
·Define functional requirements and user stories, manage sprint deliverables, and drive agile iteration across internal and vendor teams.
·Facilitate workshops and adoption sessionsto train and align support teams on chatbot functionality, escalation paths, and tone of voice.
·Stay current on Generative AI and conversational commerce trends, applying practical innovations to improve customer engagement and personalization.
Minimum Qualifications
·Proven experience as aProduct Owner, Functional Expert, or Program Manager leading chatbot or conversational AI solutions in a retail or customer-care environment.·Hands-on expertise with major platforms such asDialogflow, Microsoft Copilot, Amazon Lex, IBM Watson, Kore.ai, or Rasa.
·Demonstrated success improving key performance indicators —containment/deflection, FCR, AHT, and CSAT — through data-driven optimization.
·Strong understanding ofAI/ML concepts, NLU/NLP tuning, and conversational design principles.
·Excellent communication, analytical, and cross-functional leadership skills with the ability to translate data insights into strategy.
Preferred Qualifications
·Experience inretail or e-commerce AI applications, including conversational commerce and personalized recommendations.·Familiarity with CRM or ticketing systems such asSalesforce Service Cloud, ServiceNow, or Zendesk.
·Exposure toGenAI-based support tools for knowledge article generation or dynamic response optimization.
·Background incustomer journey analytics and process mapping within contact center or omnichannel operations.
AI Chatbot Product Owner (Retail) · 1872 Consulting