PTR Global is transforming customer support through an AI-powered omnichannel servicing ecosystem. The Product Manager for Omnichannel Servicing will lead the strategy and roadmap, focusing on modernizing customer engagement across various channels and ensuring a seamless experience.
Responsibilities:
- Own the Omnichannel Product Strategy
- Lead the strategy and multi-year roadmap for United’s Omnichannel Servicing Ecosystem
- Support Design of Customer Servicing Profile – aimed at understanding customer attributes, previous servicing interactions and servicing resolution efficacy
- Build a tiered service delivery funnel guiding customers to the best help options/best answer, potentially based on their entry point, customer profile, or context
- Define how customers seamlessly transition between messaging, voice, and live agents while maintaining context and personalization
- Align messaging and automation capabilities to United’s broader Digital Servicing growth strategy and channel shift objectives
- Modernize Messaging Foundations
- Simplify and evolve complex messaging foundations including:
- Conversation threading and context carryover
- CRM and PNR associations
- Identity resolution and authentication
- Channel provider integrations (SMS, RCS, InApp SDK, WebChat, messaging APIs, etc.)
- Compliance, guardrails, and policy enforcement
- Automation routing and tiered service funnel logic
- Build Scalable Cross-Channel Capabilities
- Design platform capabilities that ensure consistency across web chat, app messaging, SMS, RCS, voice, and future digital entry points
- Establish automation parity across channels to support scalable containment growth
- Balance native channel constraints with airline servicing workflows (IRROPS, reservations, MileagePlus, ancillary servicing, etc.)
- Integrate AI to Drive Intelligent Servicing
- Leverage AI and GenAI to:
- Improve intent recognition and topic classification
- Automate high-volume servicing use cases
- Improve containment and reduce handle time
- Deliver End-to-End Ecosystem Integration
- Partner with Contact Center, Digital Technology, Customer Data, and Product teams to ensure seamless end-to-end journeys
- Ensure new channel launches are supported by quality optimization, defect resolution, and performance readiness
- Lead from Concept to Launch
- Translate customer insights and operational needs into clear product requirements
- Drive cross-functional alignment across internal teams
- Manage prioritization trade-offs across innovation, defect backlog, scalability, and regulatory constraints
- Measure What Matters
- Define and monitor KPIs including:
- Automation Performance [Containment]
- Channel shift and digital adoption
- NPS/CSAT
- Resolution rate
- Handle time reduction
- Topic coverage and classification accuracy
- Establish insights-to-action loops to continuously optimize platform performance
Requirements:
- Proven experience delivering messaging, automation, or conversational AI products in complex, regulated environments
- Strong partnership experience across engineering, design, analytics, and operations
- Experience navigating technically complex domains (telephony, CRM integrations, API ecosystems, automation platforms)
- Data-driven decision-making mindset with strong analytics fluency
- Exceptional executive communication and storytelling skills
- Ability to connect consumer messaging behaviors (iMessage, WhatsApp, SMS, Gmail) to enterprise-grade airline servicing workflows
- Deep understanding of omnichannel experience design and AI-driven automation strategy
- Comfort operating in ambiguity while driving measurable transformation outcomes
- Experience with AI/GenAI conversational platforms
- Background in voice automation, IRROPS servicing, or high-volume customer operations
- Experience building platform products that serve multiple lines of business