Product Manager, Conversational Support
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Job Description
Product Manager improving Disney streaming support across conversational AI, chat, and voice. Owning integrations, feedback systems, and scalable viewer experiences.
Responsibilities:
- Own and execute the roadmap for support experiences across chat and voice channels
- Define the vision for how viewers move between self-service and live support
- Design and optimize conversational experiences, including live chat, transitions from Help Center, Virtual Assistant, and IVR to live agents, and post-interaction feedback flows
- Define integration requirements and partner with engineering on authentication, routing, context sharing, CRM, and localization integrations
- Evaluate API connections, data flows, and architectural tradeoffs across systems
- Drive product execution from requirements through launch with Engineering, Design, Content, WFM, and Localization teams
- Identify and evaluate opportunities to apply AI and automation across the support experience
- Design and implement feedback mechanisms, including CSAT collection and quality assessments
- Use feedback insights to improve support quality and customer satisfaction
- Define and track product performance metrics
- Use data and experimentation to identify gaps and validate product decisions
- Communicate product impact to stakeholders
Requirements:
- Bachelor’s degree or equivalent practical experience
- 3+ years of product management experience for consumer-facing or enterprise products at global scale
- Experience owning integrations and understanding data flows across systems
- Ability to write detailed requirements, read system architecture diagrams, and drive engineering discussions
- Familiarity with contact center technologies, CRM platforms, conversational AI, or virtual assistant platforms
- Strong analytical skills, including defining metrics, running experiments, and using data to prioritize and validate product decisions
- Experience driving cross-functional execution across engineering, design, content, and localization teams
- Excellent written and communication skills
- Ability to translate technical complexity for non-technical stakeholders and vice versa
- Experience shipping conversational products (nice to have)
- Familiarity with AI or ML-powered products, particularly in a support or conversational context (nice to have)
- Experience incorporating AI tools in day-to-day product work (nice to have)
Benefits:
- A full range of medical, financial, and/or other variable pay or benefits may be offered dependent on the level and position offered
- Accommodations available upon request for candidates taking part in any aspect of the selection process
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