Disney Direct to Consumer is seeking to expand and innovate its AI Virtual Assistants within the Self-Service Support Product team to deliver a best-in-class, AI-powered customer support experience.
Requirements
- Strong understanding of data science principles and experience with the latest natural language processing (NLP) technologies, including Large Language Models (LLMs) in a B2C setting
- Experience with agile software development and scrum framework
- Experience with developing AI voice assistants (nice-to-have)
- Track record of running A/B tests and strong knowledge of experimentation best practices (nice-to-have)
- Proven track record of delivering roadmaps and bringing AI products to global markets
- Experience with customer support product or self-service solutions (nice-to-have)
Responsibilities
- Owns and executes the strategy, roadmap, and feature prioritization to drive customer adoption of the Virtual Assistant through global growth and channel expansion
- Research emerging AI technologies, conduct market analysis, and identify opportunities with internal and external partners to guide the long-term vision and strategy for Conversational AI
- Conduct A/B testing, user research studies, and market research to inform product strategy and optimize customer interactions
- Develop user stories and requirements, and author product artifacts to align scope and strategy across stakeholders
- Collaborate with cross-functional teams (engineering, design, analytics, WFO, localization, and product) to ideate on innovative solutions that address both user and business problems and deliver product enhancements
- Define, analyze and communicate key success metrics to leverage for roadmap development and prioritization
Other
- Bachelor’s degree or equivalent practical experience
- 5+ years of product management experience with at least 3+ years focused on AI/ML- based products, Virtual Assistants, or Conversational AI
- Excellent communication skills with technical and non-technical team members of various levels
- Strongly passionate about the opportunity to work for The Walt Disney Company (nice-to-have)
