Senior Product Manager

About the role

The Senior Product Manager will be responsible for driving the vision, strategy, and execution for Contact Center Quality and AI Interaction Analytics at Asurion. This role sits at the intersection of Product, AI/Data Science, and Operations, directly supporting the teams and tools that power our front-line customer service workforce.

Responsibilities

• Partner across Customer Solutions, Operations, Data Science, Engineering, Design, Training, and UI teams to establish quality standards, deploy AI analysis tools, and build end-to-end feedback loops for our front-line Experts.
• Define Quality Standards and Cross-Functional Alignment
• Establish unified frameworks for interaction quality, compliance, and resolution success that align business goals with customer needs.
• Serve as the central alignment bridge between operational quality expectations and technical product execution.
• Build AI-Powered Contact Analysis and Quality Systems
• Create automated detection systems and checks that surface quality deviations, policy compliance issues, and service gaps across high-volume operations.
• Partner closely with Data Science and Engineering to continuously refine prompt engineering, model accuracy, sentiment detection, and scoring algorithms.
• Deliver Visibility, Tooling, and Actionable Insights
• Build products, dashboards, and reporting workflows that give Operations and Leadership instant visibility into service quality trends and operational risks.
• Design intelligent alerting and operational workflows that enable field leaders to take immediate, targeted corrective measures when interactions deviate from standards.
• Connect interaction analytics directly to operational feedback loops to ensure systemic issues are quickly identified and resolved.
• Empower Experts via Integrated Workflows, Training, and Coaching
• Collaborate with Design, Training, and Coaching teams to integrate quality insights directly into the Expert desktop experience.
• Build tools and in-workflow guidance that help Experts adhere to best practices, script guidelines, and operational procedures during live interactions.
• Partner with operational teams to create automated coaching loops, personalized training triggers, and continuous learning modules grounded in real interaction data.

Requirements

5–8+ years of Product Management experience, specifically focused on contact center platforms, AI/ML products, workforce engagement, or enterprise operational workflows.

Proven track record with AI/NLP applications, including experience building or implementing automated speech/text analytics, LLM-based evaluation tools, or quality assurance platforms.

Strong cross-functional leadership, with a demonstrated ability to align diverse stakeholders (Operations, Data Science, Engineering, Training, and Field Leadership) around shared outcomes.

Outcome-driven approach, using data, analytics, and business impact to prioritize features and measure product success.

Experience designing workflows for front-line teams, ensuring technical solutions are intuitive, supportive, and seamlessly embedded into daily operational tools.

Strong communication and stakeholder management skills, with the ability to translate complex AI capabilities into clear operational value.

Qualifications

Nice to Have:

• Direct experience with modern Contact Center platforms (CCaaS), telephony systems, or Expert desktop integration environments.