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Company Overview
EverAI Labs , a group company of Everise Inc., 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.
Position Summary
We are seeking an experienced and visiona ry Product Mana ger to lead the development of a platform that automates the training, coaching, hiring, and quality monitoring proces ses within a customer service environment. This role requires a strategic thinker with a strong background in product development, AI-based training and coaching systems, hiring technologies, and UX/UI design. The ideal candidate will have a minimum of 10 years of experience in leading product development lifecycles in training, coaching, hiring, and quality monitoring platforms and a passion for creating seamless, user-friendly solutions.
Principle Accountabilities (Key Result Areas)
- Vision & Strategy: Develop and articulate a clear product vision and strategy for the combined training, coaching, hiring, and quality monitoring automation platform.
- Product Design: Design the product from scratch, focusing on the following key aspects:
- AI-Based Voice Technology for Training: Develop AI-based voice technology to simulate realistic voice call role-plays, enhancing practical learning experiences for trainees.
- Coaching Systems: Implement automated coaching systems that provide personalized feedback and development plans for employees.
- Hiring Automation: Design and implement features for automating the entire hiring process, from lead sourcing to onboarding, with a focus on improving candidate experience, platform integration, and reporting.
- Quality Monitoring and Coaching: Develop automated systems for quality monitoring, including speech analytics and automated call quality scoring, to ensure high service standards. Integrate coaching modules that offer real-time feedback and improvement suggestions.
- Seamless Integrations: Ensure the platform integrates smoothly with existing learning management systems (LMS), CRM tools, HR systems, job boards, and other relevant technologies.
- Reporting & Analytics: Build comprehensive reporting and analytics features to track training progress, hiring metrics, quality performance, and overall platform effectiveness.
- Failure Scenarios: Identify and address potential failure scenarios, ensuring robust contingency plans are in place for training, coaching, hiring, and quality monitoring functions.
- UX/UI Design: Collaborate with design teams to create a user-friendly interface that enhances the overall user experience and engagement across training, coaching, hiring, and quality monitoring modules.
- ROI Model Development: Develop and implement a robust ROI model to measure the platform's effectiveness and impact on business outcomes, including training efficiency, hiring success, and quality improvements.
- Stakeholder Collaboration: Work closely with cross-functional teams, including engineering, HR, training, customer service, and quality departments, to deliver a successful product.
- Market Research: Conduct market research and competitive analysis to identify trends, opportunities, and areas for improvement in training, coaching, hiring, and quality monitoring domains.
- Product Roadmap: Define and manage the product roadmap, ensuring timely delivery of key milestones and features across training, coaching, hiring, and quality monitoring functions.
- User Feedback: Gather and analyze user feedback to continuously improve the product, ensuring it meets the evolving needs of the business.
Attributes & Attitude
- 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.
Knowledge
- Education: Bachelor's degree in Computer Science, Business Administration, or a related field. An advanced degree is a plus.
- Experience: Minimum of 10 years of experience in product management, with a strong track record of leading the product development lifecycle in training, coaching, hiring, and quality monitoring platforms.
- Technical Skills: Proficiency in product management tools, AI and voice technology, UX/UI design principles, and an understanding of API integrations
- Experience in developing hiring, training, coaching and quality monitoring technology platforms.
- Familiarity with agile development methodologies.
- Knowledge of the latest trends and technologies in training, HR, recruitment, and quality assurance.
