Senior IT Product Manager

Our client is actively seeking a Sr. IT Product Manager to support an omnichannel product launch/

This opportunity will by hybrid onsite in downtown Chicago, IL

• Lead the strategy and multi-year roadmap for Omnichannel Servicing Ecosystem
• Support Design of Customer Servicing Profile – aimed at understanding customer attributes, previous servicing interactions and servicing resolution efficacy
• Build a tiered service delivery funnel guiding customers to the best help options/best answer, potentially based on their entry point, customer profile, or context
• Define how customers seamlessly transition between messaging, voice, and live agents while maintaining context and personalization.
• Align messaging and automation capabilities to broader Digital Servicing growth strategy and channel shift objectives.

• Simplify and evolve complex messaging foundations including:
• Conversation threading and context carryover
• CRM and PNR associations
• Identity resolution and authentication
• Channel provider integrations (SMS, RCS, InApp SDK, Web Chat, messaging APIs, etc.)
• Compliance, guardrails, and policy enforcement
• Automation routing and tiered service funnel logic

• Design platform capabilities that ensure consistency across web chat, app messaging, SMS, RCS, voice, and future digital entry points.
• Establish automation parity across channels to support scalable containment growth.
• Balance native channel constraints with airline servicing workflows (IRROPS, reservations, Mileage Plus, ancillary servicing, etc.)

• Leverage AI and GenAI to:
• Improve intent recognition and topic classification
• Improve containment and reduce handle time

• Partner with Contact Center, Digital Technology, Customer Data, and Product teams to ensure seamless end-to-end journeys.
• Ensure new channel launches are supported by quality optimization, defect resolution, and performance readiness.

• Translate customer insights and operational needs into clear product requirements.
• Drive cross-functional alignment across internal teams.
• Manage prioritization trade-offs across innovation, defect backlog, scalability, and regulatory constraints.

• Define and monitor KPIs including:
• Automation Performance [Containment]
• Channel shift and digital adoption
• NPS/CSAT
• Handle time reduction
• Topic coverage and classification accuracy
• Establish insights-to-action loops to continuously optimize platform performance.

• Proven experience delivering messaging, automation, or conversational AI products in complex, regulated environments.
• Strong partnership experience across engineering, design, analytics, and operations.
• Experience navigating technically complex domains (telephony, CRM integrations, API ecosystems, automation platforms).
• Data-driven decision-making mindset with strong analytics fluency.
• Exceptional executive communication and storytelling skills.
• Ability to connect consumer messaging behaviors (iMessage, Whats App, SMS, Gmail) to enterprise-grade airline servicing workflows.
• Deep understanding of omnichannel experience design and AI-driven automation strategy.
• Comfort operating in ambiguity while driving measurable transformation outcomes.

• Experience with AI/GenAI conversational platforms.
• Background in voice automation, IRROPS servicing, or high-volume customer operations.
• Experience building platform products that serve multiple lines of business.