Product Manager, AI & Self Service

What You'll Do

• Own the product roadmap for one or more areas within our AI & self-service ecosystem, including: (1) conversational AI across chat, voice, email, and web; (2) our Knowledge Base (content, governance, and retrieval); (3) AI intelligence tools such as Contact Lens, AWS speech-to-text technologies, and conversation analytics; and AI-driven channel revenue opportunities (e.g., upsell via chat)
• Define requirements and success metrics for AI-driven self-service experiences, with a focus on reducing live-agent demand while maintaining or improving customer satisfaction
• Document epics and stories in JIRA for engineering teams to develop against
• Partner closely with engineering, data science, content/knowledge teams, and contact center operations teams to plan, build, and launch new capabilities
• Use conversation analytics and other data sources to identify friction points, containment opportunities, and areas for AI model or content improvement
• Manage the Knowledge Base roadmap, including governance processes and retrieval quality, to ensure agents and AI systems have accurate, up-to-date information
• Evaluate and help prioritize AI-channel revenue opportunities, such as upsell/cross-sell via chat, voice, and other self-service channels
• Work with the Director & Vice President of CX to measure clear KPIs and OKRs in partnership with cross-functional teams and stakeholders to measure success and track progress
• Report on roadmap progress, key metrics (e.g., containment rate, deflection, CSAT, revenue impact), and outcomes to leadership

Perks

• Access to Medical, Dental, Vision, Life and Disability insurance
• Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
• 401(k) Retirement Plan with company matched contributions
• Full training to learn the business and enhance professional skills
• Employee discounts, including discounted prices on the purchase of Avis/Budget cars
• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more

Who We Are

We are here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer-focused solutions. Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards. We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate.

Equal Opportunity Employer

Avis Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other category protected by applicable law.

Pay & Benefits

The annual starting salary for this position is between $135,000 – $165,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.