Product Manager Virtual Agent

2 months ago


Bengaluru, India Kenvue Full time

Product Manager Virtual Agent

Responsibilities:

  • Responsible for operational management of support teams tools and services supporting the Service Desk, including virtual agent, survey, translations and scheduling.
  • Responsible for ServiceNow Virtual Agent and utilizing VA to simultaneously improve user experience and reduce higher cost interactions with the technology service desk
  • Possess an in-depth and broad understanding of industry standards and aligns roadmap for support teams to them
  • Manages the release management of any technologies with vendors
  • Drives innovation into the support processes and teams through experimentation with new technologies and a roadmap to move into production
  • Participate in industry best practices, vendor reviews, and lessons learned to bring innovation to the Kenvue end user experience


Qualifications:

Required:

  • B.A / B.S degree, preferably in Science, Technology, Engineering or Math (STEM).
  • Minimum of 8 years of relevant technology experience.
  • Strong analytical skills and demonstrated experience driving operational improvements.
  • In depth experience with ServiceNow.
  • Experience achieving reductions in support cost/demand through deployment of chatbot solutions.
  • Experience in developing and managing operational service improvement efforts.
  • Excellent stakeholder management skills.
  • Customer and Employee Experience oriented.


Preferred:

  • Experience working in large and / or global organizations.
  • Prior experience in IT End User Services / Client Services.
  • Experience utilizing generative AI in chatbot and/or service desk use cases.

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