Product Manager - Customer Experience, Fuel iX (US applicants)

Who We Are

In collaboration with our parent company, TELUS Digital, we’ve launched Fuel iX, an enterprise-grade AI engine designed to help companies upgrade their generative AI (GenAI) pilots to production scale, deploy customized solutions faster, and effectively manage the technology responsibly.

Location & Flexibility

The Product Manager - Customer Experience (CX) role will be an integral part of Fuel iX's hiring success. To help retain our deep culture of collaboration both among ourselves and our stakeholders, this role will maintain an in-office presence in a hybrid capacity (two or three days weekly, depending on location) at either our Charlottesville, VA, Columbus, OH, or Durham, NC office, or Boston, MA office.

The Opportunity

As a Product Manager - Customer Experience (CX), you’ll partner with our Engineering and Delivery teams to lead a multidisciplinary squad that is part of the customer experience solution that is used today to support critical business processes. This opportunity involves leveraging the power of Generative AI to deliver business outcomes at scale directly. 

Fuel iX is a next-generation platform that helps enterprises manage and accelerate AI-fueled intelligent experiences (iX). This role is pivotal in enhancing and evolving our industry-leading AI application framework, ensuring the delivery of business value to enterprises worldwide.

Responsibilities 

• Build a product roadmap considering technical lift, dependencies, time, and budget constraints
• Define, manage, and prioritize requirements in a complex environment
• Communicate a shared understanding of product requirements among all stakeholders
• Drive the product vision and roadmap to deliver best-in-class customer experiences
• Own scope management and feature prioritization discussions
• Collaborate with designers to create feasible and top-tier user experiences
• Lead technical discussions with engineers to define system architecture and data flows
• Use analytics and metrics to drive informed decisions and enhance product strategies
• Analyze data to identify patterns, trends, and opportunities for optimization
• Manage and document technical dependencies and API requirements

Qualifications

• 5+ years of experience in product management, preferably with SaaS products.
• Proven technical background either in engineering or working with complex technical products
• Experience working with software governance and agile methodologies.
• Understanding of how to extend a CCaaS solution with value-added services and capabilities.
• Ability to analyze market trends, customer needs, and competitive landscape.
• Proven ability to identify and solve complex problems, leading to measurable business outcomes.
• Excellent written and verbal communication skills.
• Ability to articulate complex technical concepts to non-technical stakeholders.
• Demonstrated ability to lead cross-functional teams and manage multiple stakeholders.
• Passionate about delivering exceptional customer experiences.
• Ability to gather and integrate customer feedback into the product development process.

Bonus Points

• Proven experience in managing AI or machine learning-based products.
• Experience with Quality Management solutions.
• Strong understanding of AI technologies and their application in business solutions.
• Have worked within a human-centered design approach to user experience
• Experience with cloud-based infrastructure and services.
• Experience using or building developer platforms.

Why WillowTree?

We offer a place to be yourself.

Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. That’s why WillowTree strives to build a team with diverse backgrounds, skills, and perspectives. You’ll work hard here; however, we’ll balance that with a culture that supports your growth and cares about your well-being. We’re committed to creating an environment of inclusion — a place where every Tree can thrive.

We want you to reach your fullest potential and part of your professional development at WillowTree will include dedicated time to innovate on passion projects and an annual stipend to fund your professional pursuits.

WillowTree celebrates our differences and provides equal employment opportunities to all team members and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Diverse teams build better products. We acknowledge that the tech industry especially lacks opportunity for those who are of non-traditional backgrounds and in underrepresented groups. In order to create the best products for everyone, we know that it's important for our team to reflect the diversity of our users, and we are committed to being the change we want to see.

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