Product Manager / Product Owner

Hybrid on site in Union Square 2 days per week.

No C2C.

The Gen AI Product Owner / Product Manager will lead product and feature development for the Customer Operations AI Initiative, owning the backlog of use cases from intake through delivery and adoption. This role is accountable for prioritization, requirements, and delivery for an agile team, and will shape governance, responsible-AI practices, and program improvements as the initiative scales.

Responsibilities/JobDescription:

• Own the use-case backlog - intake, prioritization, and sequencing based on business value, feasibility, and risk.
• Translate Customer Operations business problems into clear problem statements, epics, user stories, and acceptance criteria the build team can execute.
• Serve as the bridge between business stakeholders (SMEs, ops leaders) and the technical build team; run discovery, validate requirements, and manage expectations.
• Define measurable success criteria per use case (e.g., deflection, handle time, accuracy, adoption) and hold the team accountable to them.
• Lead and facilitate all Agile ceremonies - stand-ups, reviews, retrospectives, backlog grooming, and sprint/release planning.
• Track and communicate team velocity and sprint/release progress to affected teams and management using Agile estimating techniques.
• Ensure daily task status and hours aremaintainedin Azure DevOps (ADO) or equivalent Agile tracking systems for backlog transparency.
• Own responsible-AI and governance touchpoints -CREATe/PTA/Cyber intake, human-in-the-loop design, evaluation criteria, and guardrail requirements.
• Drive change management and rollout - training, adoption, and feedback loops with end users.
• Conduct research and benchmarking on Gen AI trends and comparable utility/enterprise deployments to inform the roadmap.
• Support a customer-centric culture, taking special interest in meeting the needs of external and internal stakeholders.
• Initiate and implement program improvements across governance and intake processes; perform other related tasks asrequired.

Required Skills:

• Proven experience managing an agile product development team as a Product Owner or Product Manager.
• Prior GenAI, conversational AI, or intelligent-automation product experience (able to define eval criteria and 'good enough to ship' for probabilistic systems).
• Experience with SAFe/ Agile program management and Agile tracking tools (Azure DevOps, Jira, etc.).
• Ability to manage multiple assignments and changing priorities across a complex stakeholder ecosystem.
• Excellent oral and written communication skills; experience with Microsoft Office, including Excel.
• Experience producing formal presentations and documentation for executive and regulatory share-outs.
• Previous management experience (employees or contractors).

Preferred Skills:

• Experience with responsible-AI/ AI governance frameworks.
• Vendor management experience.

Education or Certification Requirement:

• Must have Bachelor's Degree.
• SAFe/ Product Owner / Scrum certification preferred.

About Skill:

Skill connects the best professional, IT, engineering, financial and administrative talent with the world's biggest brands. Our eligible talent get access to benefits such as health benefit contributions, retirement plans with match and flexible spending accounts.

Skill is an equal-opportunity employer. We evaluate qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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