Product Manager II (Customer Operations)

Cencora is an innovative company dedicated to creating healthier futures. They are seeking a Technical Product Manager specializing in AI Solutions to drive the development of generative AI products that enhance customer service operations and engagement. The role involves collaborating with cross-functional teams to define product vision and deliver AI-enabled tools that meet business needs.

Responsibilities:

• Build and maintain strong relationships with business partners and the broader IT organization to deliver impactful AI solutions
• Conduct analysis and gather insights to identify and prioritize high-value use cases for AI-enabled tools
• Advise and consult stakeholders on build vs buy decisions, employing a strategic, data-driven approach to decision-making
• Collaborate with the team to define product goals, align with business priorities, and ensure product roadmaps reflect stakeholder needs
• Develop detailed product requirements documents (PRDs), write user stories, and create functional specifications to guide the development of AI-driven business solutions
• Oversee the creation of test plans, perform system integration testing, validate test results, and address any issues during testing phases
• Work closely with end users to optimize product adoption, provide training, and offer support for prompt engineering and tool usage
• Create, test, iterate, and publish production-ready prompts for customer operations use cases, ensuring optimal performance and accuracy
• Mentor product specialists and business analysts, with potential to build and lead a team as the portfolio grows

Requirements:

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field
• 7-10 years of relevant product management or related work experience required
• Demonstrated experience defining and executing on AI products in an enterprise or B2B/B2C product environment
• Strong leadership and collaboration skills within cross-functional teams
• Excellent verbal and written communication skills
• Strong problem-solving and analytical skills, with a passion for exploring the capabilities of AI in enterprise environments
• Enthusiasm for AI technology and its innovative application in enterprise settings, including a functional understanding of AI language models, APIs, and software tools
• 5+ years of product management experience in customer service, enterprise e-commerce, or customer platform domains
• Familiarity with enterprise CRM platforms; Salesforce strongly preferred
• Demonstrated success implementing AI/ML solutions, customer operations context preferred
• Proven experience with customer-facing digital platforms and portals in B2B environments
• Hands-on prompt engineering experience, including creating, testing, and optimizing prompts and conversational flows for customer-facing applications
• Enterprise AI platform experience (Azure OpenAI Services preferred, but experience with OpenAI, Anthropic, AWS Bedrock, or similar platforms acceptable)
• Experience with and understanding of customer service operations, including contact center technologies, case management, and service metrics (CSAT, NPS, FCR, AHT)
• Track record of improving customer satisfaction and operational efficiency through technology initiatives
• Ability to communicate at all levels of the organization (directors, managers, engineers, quality assurance analysts, end users, etc…)
• Proven ability to work with and influence cross-functional teams without formal authority
• Ability to self-learn and seek out knowledge to improve understanding of technology solutions
• Excellent verbal and written communication skills, strong attention to detail
• Strong problem solving, planning, analysis, teamwork, and organizational skills
• Confident presentation skills in small and large groups
• Excellent discovery and active listening skills
• Ability to use good judgment in conveying status and problem escalation
• Provides coaching and mentoring to team members
• Must be comfortable working on a team with daily accountability for keeping commitments
• Demonstrated working knowledge of product management and Agile software lifecycle methodologies
• Experience in Healthcare or Pharmaceutical industry is desirable