Principal Product Manager, CX AI & Automation

For our client, we are seeking a Principal Product Manager, CX AI & Automation to join the team of a leader in the Information Technology space. This role will shape the AI product strategy and roadmap for customer experience, with a focus on measurable business outcomes and scalable automation. You will partner closely with cross-functional teams to redesign customer journeys, identify friction points, and define how AI can improve both operational efficiency and the overall experience. The position also requires balancing intelligent automation with appropriate human oversight while establishing clear standards, governance, and success criteria. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $150,000 – $180,000 annually Responsibilities Own the AI product strategy and roadmap for customer experience, focusing on measurable business outcomes. Map the current customer journey and workflows, identifying areas for improvement. Identify how agentic AI can restructure work processes and eliminate customer friction. Define target-state customer journeys that integrate AI while retaining necessary human oversight. Establish baselines and value cases for operational and experience measures before build commitments. Translate business problems into clear product definitions with success criteria and scope. Act as the accountable owner for CX AI delivery decisions, consolidating initiatives under a common strategy. Qualifications Bachelor's or Master's degree in business, technology, or an analytical discipline, or equivalent experience. 10+ years in AI or technology product management, software development, and customer-facing business functions. Hands-on software development experience to prototype and evaluate technical approaches independently. 4+ years in customer experience or go-to-market functions such as marketing, sales, or customer success. Demonstrated delivery of generative AI solutions at enterprise scale with measurable improvements. Practical command of contemporary AI patterns, including large language models and conversational AI. Experience establishing governance and standards for technology domains. Benefits Opportunity to lead transformative AI initiatives in customer experience. Engage with cross-functional teams to shape the future of AI in the organization. Work in a dynamic environment that values innovation and strategic thinking. Access to professional development resources to enhance AI proficiency. Collaborate with executive leadership to influence company-wide strategies. Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.