AI Technology Product Manager

Superior Environmental Solutions (SES) is a national industrial and environmental services company building the Field First Mobile App for frontline employees. The AI Product Manager will own the product end to end, leading discovery, content development, AI design, vendor and technology evaluations, piloting, measurement, adoption, and scaling across branches. The role will also identify and lead additional AI products for operations and other departments.

Responsibilities:

• Lead field discovery: branch visits, ride-alongs, and interviews with supervisors, mechanics, and department leaders. Turn what you hear into a ranked list of question types with frequency, risk, difficulty, and first-release fit
• Take over the pre-hire question inventory (the ten most asked questions from each department) and extend it into product requirements for the first release: topics, which experience launches first (the Field experience on SES tablets or the Administrative portal on any device), pilot branches, sign-in approach, and offline needs
• Own the product roadmap. Present findings and recommendations to the steering committee and executive sponsors in plain, decision-ready terms
• Design and own the content library: where approved content lives, how it is structured and tagged, and the governance process for updates, so every document has one named owner and one approved version
• Work with content owners and subject matter experts to write down SES knowledge in a form the tool can use, including troubleshooting decision trees and who-to-call escalation trees. Write the first topics to set the pattern. Direct a contract technical writer as topic volume requires
• Use AI to review SES's existing policies, procedures, and manuals before they are loaded. Find gaps, inconsistencies, and conflicts between documents and bring them to the content owner to resolve, so the tool answers from one correct version
• Write and tune the tool's standing instructions: how it sounds, when it answers, when it says "stop, contact this person," and what it never discusses
• Build and maintain a question bank of 100 to 200 field questions with known correct answers. Run accuracy and escalation testing before every release and hold the accuracy bar (proposed 90 percent). Review thumbs-down answers weekly and fix the content, tags, or instructions behind them
• Partner with HSE to flag safety and compliance question types (answer automatically, answer with a caution, or always send to a person) and to check every safety and compliance answer before launch
• Evaluate build versus buy for each experience. Score vendors, platforms, and AI services on fit for the field (voice, offline use, reading levels, sign-in), cost, and ownership, and bring a recommendation to leadership
• Direct the build: write requirements and acceptance criteria, run user acceptance testing with pilot supervisors, and manage vendors and contractors to scope, budget, and schedule
• Partner with the CIO and IT/IS on security, sign-in, hosting, data governance, and system connections. IT/IS approves the technology stack
• Manage the program plan, budget, risks, and stage gates from discovery through pilot to scale. Report progress and results to sponsors monthly
• Run the 90-day pilot at two branches with a weekly fix cycle. Prepare the readout and the scale decision
• Lead adoption: co-design with pilot supervisors and Superior Leaders graduates, train branch champions, and build job aids that work for varied reading levels and gloved hands
• Baseline and measure results: calls and tickets reaching headquarters, time returned to the field, onboarding speed, and avoided headcount growth in support departments
• Scale in small steps: branches in waves, new topic areas, then system look-ups and actions one at a time, then Spanish. Prove each step before adding the next
• After the Field First Mobile App is scaling, identify and lead additional AI products for operations and other departments using the same discovery, content, and testing method

Requirements:

• Bachelor's degree in Business, Engineering, Information Systems, Computer Science, or a related field, or equivalent experience
• 5+ years in product management, program management, or technology implementation, including at least one product or tool shipped to a few hundred non-technical users and carried through adoption
• Hands-on experience building a working AI assistant or automation with a large language model: writing its instructions, organizing content so it can find the right passage, connecting it to at least one live system, and testing it with users
• Demonstrated ability to spend time with frontline workers, earn their trust, and turn what they say into requirements
• Experience leading cross-functional work with IT, vendors, and department leaders, including budgets, vendor evaluation, and stage-gate plans
• Clear writer and presenter who can brief an executive team and a crew lead in the same week
• Experience in industrial services, construction, field service, utilities, fleet, or manufacturing with a frontline workforce
• Experience with AI assistants that answer from a company's own documents (knowledge bases, search indexes, question banks for testing) and with escalation or guardrail design
• Familiarity with Claude, Microsoft Copilot Studio, Amazon Bedrock, Salesforce Agentforce, or ready-made frontline platforms such as MangoApps, Beekeeper, or WorkJam
• Familiarity with Salesforce, Microsoft 365, ADP, Zendesk, Samsara, or similar systems
• Technical writing or instructional design experience with procedures and decision trees
• Spanish proficiency