Experienced Full Stack Product Manager – AI-Powered Customer Support & Large Language Model (LLM) Roadmap Development

At arenaflex, we're seeking an innovative and strategic Product Manager, Technical (PM-T) to lead our chat platform, LLM applications, and roadmap initiatives. In this pivotal role, you'll partner closely with our Technical Program Manager to transform customer support through AI/ML solutions that anticipate customer needs and redefine industry standards.

About arenaflex

arenaflex is a leading innovator in the field of customer support, committed to delivering exceptional experiences through strategic application of technology. Our team of passionate problem-solvers is dedicated to leveraging AI/ML advancements to develop intelligent self-service tools and seamlessly integrate human support, all while maintaining our commitment to customer privacy, security, and product expertise.

Key Responsibilities

* Strategic Vision & Roadmap Development: Define and own the product vision, strategy, and roadmap for the chat platform and all LLM applications across arenaflex.

• LLM Integration: Drive the development and integration of large language models (LLMs) into customer support workflows, enhancing agent capabilities and customer self-service.
• Cross-Functional Leadership: Collaborate with engineering, data science, design, and customer support teams to deliver cohesive, intuitive LLM-powered experiences.
• Technology Selection: Evaluate, and implement appropriate LLM technologies, frameworks, and approaches that align with business goals and customer needs.
• Data-Driven Decision Making: Define success metrics, analyze performance data, and make strategic adjustments to optimize user experiences and business outcomes.
• User-Centric Design: Ensure all chat and LLM features meet customer needs through rigorous user research and testing.
• Technical Specifications: Create detailed technical product requirements and documents that bridge business needs with engineering and Data Science implementation and planning.

A Day in the Life

* Lead product discovery sessions to identify customer pain points and opportunities for LLM-powered solutions.

• Collaborate with engineering leads to refine technical approaches for implementing conversational AI features.
• Review performance metrics of existing LLM applications and recommend enhancements.
• Present product roadmap updates to leadership, showcasing impact on customer satisfaction and operational efficiency.
• Work with your TPM partner to ensure seamless execution of the product vision across multiple workstreams.
• Engage with data science teams to improve LLM model performance and accuracy.
• Partner with Blink stakeholders to align on shared LLM initiatives and ensure consistent implementation.

Essential Qualifications

* 5+ years of product or program management, product marketing, business development, or technology experience.

• Experience with feature delivery and tradeoffs of a product.
• Bachelor's degree.
• Experience owning/driving roadmap strategy and definition.
• Experience with end-to-end product delivery.
• Experience contributing to engineering discussions around technology decisions and strategy related to a product.
• Experience managing technical products or online services.
• Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning.

Preferred Qualifications

* Experience in using analytical tools, such as Tableau, Qlikview, QuickSight.

• Experience in building and driving adoption of new tools.

Skills and Competencies

* Strong strategic thinking and problem-solving skills.

• Excellent communication and collaboration skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong analytical and data-driven decision-making skills.
• Experience with agile methodologies and iterative product development.
• Strong technical skills, including experience with cloud-based technologies and AI/ML platforms.

Career Growth Opportunities and Learning Benefits

* arenaflex is committed to providing opportunities for growth and development, including training and mentorship programs.

• Collaborate with a talented team of engineers, data scientists, and designers to develop innovative solutions.
• Participate in hackathons, workshops, and other events to stay up-to-date with the latest AI/ML advancements.

Work Environment and Company Culture

* arenaflex is a dynamic and inclusive company culture that values diversity, equity, and inclusion.

• Collaborate with a talented team of passionate problem-solvers to deliver exceptional customer experiences.
• Enjoy a comprehensive benefits package, including medical, financial, and other benefits.

Compensation and Perks

* Competitive base salary, ranging from $136,100/year in our lowest geographic market up to $235,200/year in our highest geographic market.

• Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package.
• Comprehensive benefits package, including medical, financial, and other benefits.

How to Apply

If you're a motivated and innovative product manager with a passion for AI/ML and customer support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. Apply for this job