Product Director, AI Service Operations

Were looking for a customer-obsessed Product Director to help make us known for personalized concierge service at scale. You will be directly responsible for our topline and bottomline by evolving our AI booking tools and cost of operations by products across Ava-our customer-facing AI service agent-consultant tools, and automation for travel and expense operation, as well as crisis management products.
You will continue to evolve Ava so it recognizes each customers context, anticipates needs, takes action, and brings in the right consultant at the right moment. You will also give consultants the context and tools to deliver the same personal, effortless experience.
This role connects product, operations, and customer experience. You will set the vision, product strategy and roadmap and partner with engineering, design, data, and operations to create one seamless service experience across Ava, consultants, and automation.
What You'll Do:
Work with sales, consulting, and support teams to design new AI-based tools and automation to optimize efficiency.
Manage a team of 2+ Product managers
Own the overall strategy and roadmap for Ava, consultant tools, crisis management and operations automation.
Set the product standard for personalized, proactive service across Ava and consultant-led support.
Expand the customer needs Ava can resolve while preserving quality and knowing when a consultant should step in.
Partner across Travel, Expense, engineering, design, data, and operations to embed Ava throughout the customer journey and make consultant handoffs seamless.
Give consultants the customer history, preferences, and conversation context they need to resolve issues quickly and personalize every interaction.
Measure customer satisfaction, resolution, personalization, handoff quality, productivity, accuracy, cost, and reliability. Use customer and consultant feedback to improve results.