Manager, Listener Care - AI Customer Experience

Who We Are:

Sirius

XM and its brands (Pandora, Sirius

XM Media, Ads Wizz, Simplecast, and Sirius

XM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad‑supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically‑acclaimed, industry‑leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing Sirius

XM's vision to life every day.

Sirius

XM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising‑supported audio products. Sirius

XM's platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of Sirius

XM, is the largest ad‑supported audio entertainment streaming service in the U.S. Sirius

XM's subsidiaries Simplecast and Ads Wizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company's advertising sales organization, which operates as Sirius

XM Media, leverages its scale, cross‑platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. Sirius

XM, through Sirius

XM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, Sirius

XM offers connected vehicle services to automakers.

As the Manager, Listener Care - AI Customer Experience, you will play a key role in shaping the future of intelligent customer engagement across our omni‑channel contact center platforms. You'll translate business strategy and customer insights into actionable product roadmaps that improve efficiency, reduce operational costs, and elevate the customer experience through AI‑driven automation. You'll work cross‑functionally with engineering, data science, operations, and marketing teams to design and deliver innovative AI products that replicate and augment agent behaviors.

By analyzing performance data across multiple channels, you'll identify opportunities to optimize customer journeys, streamline workflows, and continuously improve product effectiveness. Your leadership will ensure that our AI solutions deliver measurable value—balancing user experience, scalability, and business impact. Through agile execution, data‑backed decision making, and thoughtful collaboration, you'll help transform how customers and agents interact, driving the next generation of intelligent, human‑centered service experiences.

• Develop and maintain product roadmaps, ensuring alignment with business objectives and customer needs.
• Collaborate with cross‑functional teams, including engineering, operations, and marketing, to drive product development and launch.
• Develop AI customer journeys and use cases to replicate agent behaviors.
• Analyze omni channel contact center performance data, identifying areas for improvement and optimizing AI product offerings.

• 5+ years experience in project management, with a focus on omni channel contact center technology and AI software (preferred experience with Sierra).
• Proven track record of launching successful products, with measurable impact on cost savings, revenue, and customer satisfaction.
• In‑depth knowledge of omni channel contact center operations, including workflows, technologies, and industry trends.
• Experience with agile product development methodologies and tools, such as JIRA, Figma and…