Product Manager (Knowledge Management & Speech Analytics)

Location: India (Bengaluru preferred)

Division: EverAI Labs

Reports to: Product Head

About us:

EverAI Labs is an upcoming startup in the customer service industry, dedicated to enhancing operational efficiency and workforce development through innovative automation solutions. We are developing a comprehensive set of platforms that focuses on using the latest technology to enable our clients deliver better and faster customer experience.

Role Overview:

We are seeking an experienced and visionary Product Manager to lead the development of a platform that integrates knowledge management with speech analytics. The ideal candidate will have a minimum of 10 years of experience in leading product development lifecycles, working with both in-house developers and external partners, and a passion for creating seamless, user-friendly solutions.

Key Responsibilities:

• Vision & Strategy: Develop and articulate a clear product vision and strategy for the knowledge management and speech analytics platform.
• Product Design: Design the product, focusing on the following key aspects:
• AI-Driven Speech Analytics: Develop real-time speech analytics capabilities that can accurately transcribe and analyze customer calls, using AI and natural language processing (NLP) to understand the context and intent of the conversation.
• Knowledge Management Integration: Seamlessly integrate the speech analytics with a robust knowledge management system that pulls relevant information and prompts the agent with the next best action.
• Contextual Matching: Develop sophisticated algorithms that match the conversations context with the most relevant knowledge articles, FAQs, or solutions. Ensure that the AI accurately understands the customer's intent and provides the agent with precise, actionable information.
• Real-Time Assistance: Enable the platform to provide real-time prompts to customer service agents, suggesting next steps and providing access to relevant knowledge resources to resolve customer queries effectively.
• In-House and Outsourced Development Management: Determine which components of the platform should be developed in-house and which should be outsourced. Manage relationships with external partners, ensuring that all work aligns with the overall product vision and quality standards.
• Seamless Integrations: Ensure the platform integrates smoothly with existing CRM systems, communication tools, and other relevant technologies, providing a cohesive user experience.
• Reporting & Analytics: Build comprehensive reporting and analytics features to monitor platform performance, agent effectiveness, and customer satisfaction.
• Failure Scenarios: Identify and address potential failure scenarios, ensuring robust contingency plans are in place to maintain platform reliability and performance.
• UX/UI Design: Collaborate with design teams to create an intuitive and user-friendly interface that enhances the overall user experience for agents and supervisors.
• ROI Model Development: Develop and implement a robust ROI model to measure the platform's effectiveness and impact on business outcomes, demonstrating value to stakeholders and users.
• Stakeholder Collaboration: Work closely with cross-functional teams, including engineering, AI research, customer support, and knowledge management teams, to deliver a successful product.
• Market Research: Conduct market research and competitive analysis to identify trends, opportunities, and areas for improvement.
• User Feedback: Gather and analyze user feedback to continuously improve the product, ensuring it meets the evolving needs of the business.

Qualifications:

• Experience: Minimum of 10 years of experience in product management, with a strong track record of leading the product development lifecycle in knowledge management, AI, or speech analytics platforms. Experience managing both in-house development teams and external partners is preferred.
• Technical Skills: Proficiency in product management tools, AI, speech analytics, UX/UI design principles, and an understanding of API integrations.
• Analytical Skills: Strong analytical skills with the ability to interpret data and develop actionable insights.
• Leadership: Excellent leadership and team management skills, with the ability to inspire and motivate cross-functional teams.
• Communication: Exceptional communication and interpersonal skills, with the ability to articulate complex ideas clearly and effectively.
• Problem-Solving: Strong problem-solving skills and the ability to think strategically and creatively.
• Education: Bachelor’s degree in computer science, Artificial Intelligence, Business Administration, or a related field. An advanced degree is a plus.

Preferred Skills:

• Experience in developing knowledge management, speech analytics, or AI-driven customer service platforms.
• Familiarity with agile development methodologies.
• Knowledge of the latest trends and technologies in AI, NLP, and customer service automation.