Senior Product Manager, Digital Transformation & AI

We need to output HTML fragment with sections: About the role? Actually we need to use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include sections only when posting has real specific content. We need to preserve all substantive info, not invent or summarize away detail. Remove boilerplate like About Us, EEO, etc. Also remove navigation, legal, EEO, scam warning, duplicated lines, application instructions. We need to keep the job description content: The role description, responsibilities, qualifications (basic and preferred), hybrid location info, salary range, benefits, work hours, travel requirements, mental/physical requirements? Those may be considered as part of Benefits, Pay, Schedule sections. The instructions: include a section ONLY when posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless posting actually states them. So we need to see if posting states Pay: Yes, salary range given. Benefits: Yes, comprehensive benefits package listed. Schedule: Work Hours Varies upon the needs of the department. That's vague but it's stated: "Work Hours Varies upon the needs of the department." That's not a specific schedule; it's vague but it's still content. However the instruction says never create Pay/Schedule/Benefits sections unless posting actually states them. It does state Work Hours Varies upon the needs of the department. That's a statement, albeit vague. Should we include Schedule section? It says "Work Hours Varies upon the needs of the department." That's not a specific schedule like "Monday-Friday 9-5". It's still a statement about schedule. I'd include a Schedule section with that sentence. Benefits: they list Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, Wellness Program. That's specific. Pay: salary range given. We also need About the role? The posting includes "Job Description" paragraph describing role. Could map to About the role section. We'll put that prose in

. Responsibilities: we have bullet list under Responsibilities (two big paragraphs with many sentences). We need to convert to

• . The responsibilities are long paragraphs; we can split each sentence or each bullet? The instruction: Use
  • for any list of duties/requirements/benefits. The responsibilities section is not explicitly a list but we can treat each distinct duty as a list item. However we must preserve ALL substantive information; we can break into items per sentence or per clause. Safer to keep as

    maybe? But instruction says use

    • for any list of duties/requirements/benefits. The responsibilities are duties, so we should make a list. We'll extract each duty sentence. Similarly Qualifications: Basic Qualifications and Preferred Qualifications. We'll combine into Requirements? Actually there is a Requirements heading. We could put qualifications under Requirements. Or we could have Qualifications section. The instruction list includes Requirements, Qualifications, Skills. We need to decide. The posting has "Basic Qualifications:" and "Preferred Qualifications:" plus also mentions skills within. We could put under Qualifications section with two sublists? But we cannot nest headings inside? We can just make a single list under Qualifications, maybe separate basic and preferred as separate
      with headings? But we cannot add extra headings besides the allowed ones? We could add

      to label Basic vs Preferred inside the Qualifications section. That's okay. Skills: The posting includes many skill mentions within qualifications; we could extract them into Skills section but that would duplicate. Better to keep qualifications as is and not create Skills unless distinct. Since they didn't separate skills, we may omit Skills section. We also need to include location/hybrid info: "This role is a Hybrid position to be located in our Austin, TX office location. Visa requires 3 days in office in which can be aligned with the hiring manager as to these expectations. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager." This is about schedule/location; could go under Schedule or maybe a separate section? Not in allowed headings. Could incorporate into Schedule section as additional detail. Travel Requirements: "This position requires travel 5-10% of the time." Could go under Schedule or maybe a separate section? Not allowed. Could add to Schedule. Mental/Physical Requirements: description; could go under Schedule? Not ideal. Could maybe create a separate section? Not allowed. Could incorporate into Schedule or maybe omit? But we must preserve ALL substantive information. We could add a

      under Schedule that includes travel and mental/physical requirements. Or we could create a separate section like "Work Environment" but not allowed. So we will put those details in Schedule section as extra paragraphs. Now Benefits: list. Pay: salary range. Now About the role: we need a short paragraph summarizing the role from Job Description paragraph: "The Client Care Digital & AI Services organization in Visa Client Services enables world-class client care through scalable digital platforms and AI that improve client experience at scale, increase agent productivity and effectiveness, and reduce cost to serve with measurable business value. The Senior Product Manager, Digital Transformation & AI is responsible for defining strategy, roadmap, and execution for voice, chat, and AI-powered servicing capabilities that support Client Care Transformation initiatives. This individual serves as the product lead for a portfolio of Digital and AI solutions for Managed Services, working closely with Technology, Operations, and Business stakeholders to deliver scalable client servicing experiences. This role owns product direction and delivery across multiple workstreams, driving prioritization, stakeholder alignment, dependency management, and value realization. The Senior Product Manager is expected to operate with significant autonomy, influence executives and cross-functional partners, and provide mentorship and guidance as needed to less experienced Product Managers on the team." We'll put that as

      under About the role. Now Responsibilities: we need to extract list items. The responsibilities section has two big paragraphs: "Product Strategy & Ownership" and "Product Delivery & Thought Leadership". Each contains multiple sentences. We'll split each sentence into a list item. Let's list them: Product Strategy & Ownership: - Own product strategy, roadmap, prioritization, and execution for Genesys Cloud voice and chat capabilities. - Define and evolve the vision for AI-powered client servicing, including GenAI, Agent Assist (enhancements to the support agent environment), conversational AI, automation, and agentic workflow capabilities. - Partner with Technology teams to define technical approaches, architecture considerations, APIs, integrations, and implementation strategies. - Establish business requirements, feature specifications, user stories, acceptance criteria, and success metrics. - Evaluate emerging technologies and identify opportunities to improve client experience, agent productivity, operational efficiency, and value realization. - Drive data-informed prioritization decisions based on business outcomes, client needs, operational metrics, and strategic objectives. - Serve as the product authority for capabilities throughout the product lifecycle. Product Delivery & Thought Leadership: - Lead end-to-end delivery of Digital & AI capabilities supporting Managed Services initiatives. - Drive discovery, evaluation, and prioritization of high-value voice and chat use cases. - Manage product roadmaps, delivery plans, risks, dependencies, trade-offs, and release readiness activities. - Partner with Operations, Platform Excellence, Technology, CRM, and Support teams to ensure successful solution deployment and adoption. - Define and monitor KPIs, adoption metrics, operational impact, and value realization outcomes. - Develop executive-ready communications and materials to convey product strategy, roadmap progress, risks, and business outcomes. - Act as a trusted advisor to business and technology stakeholders, exhibiting Genesys Cloud expertise and modern service delivery point-of-view. - Influence product direction and investment decisions through business cases, data, and customer insights. - Promote product management excellence and help establish repeatable processes, frameworks, and best practices on the team. Now Qualifications: Basic Qualifications list: - 8 or more years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD - Strong understanding of contact center technologies, telephony platforms, IVR, conversational AI, agent assist solutions, and omni-channel servicing experiences, including Genesys Cloud. - Proven experience delivering large-scale AI-powered solutions including GenAI, workflow automation, virtual assistants, intelligent routing, or agentic AI capabilities. - Demonstrated success influencing cross-functional stakeholders without direct authority. - Strong analytical and problem-solving skills with a focus on measurable business outcomes and value realization. - Exceptional communication, storytelling, and executive presentation skills. - Experience managing complex technology dependencies, APIs, integrations, and enterprise-scale platform modernization efforts. - Ability to balance strategic thinking with hands-on product execution. Preferred Qualifications: - 9 or more years of relevant work experience with a Bachelor’s Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD - 6+ years of product management experience, preferably within payments, financial services, client servicing, contact center technology, or digital transformation domains. - Expertise in payments and B2C support operations (telephony and chat focus) strongly preferred. - Strong understanding of contact center technologies, telephony platforms, IVR, conversational AI, agent assist solutions, and omni-channel servicing experiences, including Genesys Cloud. - Proven experience delivering large-scale AI-powered solutions including GenAI, workflow automation, virtual assistants, intelligent routing, or agentic AI capabilities. - Demonstrated success influencing cross-functional stakeholders without direct authority. - Strong analytical and problem-solving skills with a focus on measurable business outcomes and value realization. - Exceptional communication, storytelling, and executive presentation skills. - Experience managing complex technology dependencies, APIs, integrations, and enterprise-scale platform modernization efforts. - Ability to balance strategic thinking with hands-on product execution. We could combine basic and preferred into one list but maybe separate with headings inside Qualifications section using

      labels. That's acceptable. Now Benefits: list: - Medical - Dental - Vision - 401(k) - FSA/HSA - Life Insurance - Paid Time Off - Wellness Program Now Pay: salary range: $153,500.00 to $245,900.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. We'll put that as

      under Pay. Now Schedule: includes Work Hours Varies upon the needs of the department., Travel Requirements 5-10%, Hybrid location expectations (3 days in office), Mental/Physical Requirements description. We'll create list items maybe: - Work hours vary based on department needs. - Travel required 5-10% of the time. - Hybrid role: expected 3 days in office at Austin, TX location (specific days to be confirmed with hiring manager). - Mental/physical requirements: performed in office setting; requires sitting and standing at a desk, communicating in person and by telephone, frequent use of standard office equipment such as telephones and computers. We'll put as

      • . Now we need to ensure we don't repeat job title as heading. We'll not. We also need to remove boilerplate: About Us, EEO, etc. Already removed. Now output HTML fragment only. Structure:

        About the role

        ...

        Responsibilities

        • ...
        ...

        Qualifications

        Basic Qualifications:

        ...

        Preferred Qualifications:

        ...
        Alternatively we could just have one list with headings inside

        . We'll do as above.