Senior Product Manager, Conversational AI (IVR & Chat)

Responsibilities

• Establish a multi-year product roadmap for IVR and Chat platforms that aligns with enterprise transformation goals.
• Lead the deployment and iterative optimization of generative AI agents to increase self-service containment rates.
• Architect a data curation strategy in partnership with engineering to improve AI model accuracy and intent recognition.
• Develop performance dashboards to track key indicators such as accuracy, containment, and efficiency.
• Partner with legal, compliance, and UX teams to implement governance policies and customer-centric journey maps.
• Conduct A/B experiments using advanced analytics and AI-driven testing to improve dialogue flow effectiveness.

Requirements

• Bachelor's degree in Computer Science, Linguistics, Business, Marketing, or a related technical field.
• 5+ years of relevant experience in conversational AI product management.
• Hands-on experience with NLU/NLP platforms and generative AI agent configuration.
• Proficiency in SQL (Snowflake/Athena) for data extraction and analysis.
• Experience with IVR design or chatbot optimization.

Preferred Qualifications

• Specialized proficiency in prompt engineering and dialogue management.
• Professional expertise in UX principles for conversational interfaces, including speech recognition and text-to-speech optimization.
• Experience leading the full lifecycle of complex AI product launches.

Benefits

• Flexible spending accounts and HSA.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Flexible time away plan.
• Diverse career opportunities.

About the Company

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products through brands including Boost Mobile, DISH TV, Gen Mobile, Hughes, and Sling TV.