Product Manager - Omnichannel Servicing Modernizing

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