AI Chatbot Product Owner (Retail)

AI Chatbot Product Owner (Retail)

Location : Dallas

Department : Customer Care & Digital Experience

Reports To : Director - Customer Care Technology

Compensation : Up to $130K

Company Summary

We are a leading retail organization focused on transforming the customer experience through innovation, data, and intelligent automation. Our teams are committed to creating seamless, high-quality interactions that reflect our brand and values. As we continue to scale, we are investing heavily in AI-driven customer service and digital self-service technologies that enhance satisfaction and operational efficiency.

Position Summary

As the AI Chatbot Product Owner (Retail) , you will lead the strategy, enablement, and continuous optimization of our retail chatbot and virtual assistant platforms. You'll translate customer service goals into conversational AI solutions that improve deflection, containment, and CSAT while maintaining the warmth and tone of our brand. This role combines product ownership, analytics-driven decision-making, and deep collaboration with Customer Care, Technology, and Data teams to drive measurable business outcomes.

Key Responsibilities

• Own the chatbot roadmap and vision , aligning automation goals with customer experience strategy and retail service objectives.
• Identify and prioritize high-value use cases for self-service and conversational automation based on customer pain points and support data.
• Design, enable, and optimize chatbot intents, workflows, and content to improve containment, first contact resolution (FCR), and customer satisfaction (CSAT).
• Collaborate cross-functionally with Customer Care, Technology, CRM, and Order Management teams to ensure seamless integrations and handoffs.
• Analyze performance metrics (deflection, AHT, precision, recall, and CSAT) to guide tuning cycles, NLP improvements, and customer journey refinements.
• Define functional requirements and user stories , manage sprint deliverables, and drive agile iteration across internal and vendor teams.
• Facilitate workshops and adoption sessions to train and align support teams on chatbot functionality, escalation paths, and tone of voice.
• Stay current on Generative AI and conversational commerce trends , applying practical innovations to improve customer engagement and personalization.

Minimum Qualifications

Preferred Qualifications