Product Director, Enablers: Vialto Intelligence/Client Radar

Vialto helps multinational companies and their people work across borders legally and compliantly. We combine deep expertise in immigration, tax, business travel, remote work, payroll, and compensation with a single, integrated platform and team—to make global work better. Whether someone is moving to a new country, working remotely, or traveling for business, we help ensure they have the right permits or visas, are paid and compensated according to local regulations, and remain compliant with cross-border tax requirements.

As a team member at Vialto, you’ll be part of a global network with real impact. We support 10,000+ clients in over 150 countries, offering flexible career opportunities for people who want to shape the future of global work. Our culture is open, supportive, and ambitious, built on transparency, trust, and teamwork.

About the role

The role will be the group product owner leading two of our key growth and retention initiatives: Vialto Intelligence and Client Radar. Vialto Intelligence is our signature AI and reasoning layer that allows clients to derive insights, transact, and build predictive analytics on their own data. Client Radar is the most critical internal initiative at Vialto, driving retention and revenue via improved predictive analytics around client sentiment.

The successful candidate will share accountability for client satisfaction and retention outcomes tied to Vialto Intelligence and Client Radar, operating as a genuine partner to Product, Engineering, and client-facing teams. This role sits inside Vialto's AI-first delivery model, requiring daily use of AI tooling (such as Claude, Claude Code, and similar platforms) to build and reason about AI-assisted capabilities.

Responsibilities

• Lead product decisions for Vialto Intelligence's client support capability, including how AI-assisted support integrates with human case handling.
• Work with product teams and other functions to ensure the support experience improves as we shift away from legacy ticketing systems.
• Set and uphold standards for AI-assisted support interactions as the capability scales.
• Own the Client Radar product end-to-end: define how sentiment is captured across support interactions, case handling, and client feedback channels, and how it is reported to Product and leadership.
• Build the analysis pipeline that turns raw sentiment signals (tickets, transcripts, survey responses, usage patterns) into a clear, trusted view of client experience, leveraging AI for classification and pattern detection.
• Translate sentiment findings into actionable product and operational recommendations, ensuring follow-through to implementation.
• Deliver structured reporting on client sentiment and support performance to senior stakeholders, including the CPO, in plain language.
• Coordinate with client-facing teams when sentiment data flags a risk, ensuring issues are addressed rather than filed.
• Represent Vialto Intelligence and Marketplace capabilities in internal roadmap conversations and, where relevant, client-facing materials.

Requirements

• Minimum 6 years of product management or product leadership experience, ideally including ownership of a platform or shared-services capability.
• Demonstrated daily proficiency with AI/LLM tools (Claude, ChatGPT, Cursor, or equivalent), including using them to build or shape AI-assisted support or analysis capabilities.
• Experience designing or running a client sentiment, NPS, or customer feedback program, including turning qualitative signals into structured, actionable data.
• Experience with support or service operations, particularly where AI is being introduced to transform support delivery.
• Strong written and verbal communication skills, with the ability to present sentiment and performance data to senior stakeholders clearly.
• Ability to manage two connected but distinct workstreams (Client Sentiment and the wider Enablers remit) without losing depth on either.

Preferred Qualifications

• Experience in global mobility, professional services, or another regulated, high-touch client services environment.
• Experience building or managing a marketplace, platform, or shared-services product used by multiple internal teams.
• Familiarity with AI-assisted support tooling, conversational interfaces, or prompt-based query systems in a production setting.
• Experience working with offshore or distributed product and engineering teams.

Career Development

Vialto Intelligence and Client Radar are growing in importance as Vialto scales its platform and transitions clients off legacy tools. This role offers direct visibility with the Executive Leadership Team (ELT), CPO, and senior product leadership, with a path toward broader ownership across the product organization.

Pay

$185,610 to $250,000. Individual salaries are based on education, geographic location, and alignment to market data.

Schedule

This is a regular, full-time hybrid role based in NYC.