Product Manager - Omnichannel Servicing Modernizing
PTR Global, Chicago, IL, United States
Product Manager, Omnichannel Servicing (Modernizing the Path to Help)
Role Summary
we are transforming how customers access help through our Single Front Door (SFD) — a unified, AI-powered, omnichannel servicing ecosystem designed to deliver seamless, personalized, and scalable support across digital and physical touchpoints.
In this role, you will shape the future of Omnichannel Servicing Ecosystem, modernizing how customers engage across chat digital servicing channels [SMS, RCS, web emerging channels], Voice Channel and Physical engagements. You will drive the evolution of conversational automation and infrastructure to create a consistent, enterprise-grade servicing experience rooted in AI, personalization, and operational scalability.
You will partner closely with Digital Technology (DT), Contact Centers, Customer Experience/Brand, Analytics, Operations, and external platform partners to deliver measurable impact across containment, NPS, channel shift, automation performance and operational efficiency.
Own the Omnichannel Product Strategy
Lead the strategy and multi-year roadmap for United’s Omnichannel Servicing Ecosystem
Support Design of Customer Servicing Profile – aimed at understanding customer attributes, previous servicing interactions and servicing resolution efficacy
Build a tiered service delivery funnel guiding customers to the best help options/best answer, potentially based on their entry point, customer profile, or context
Define how customers seamlessly transition between messaging, voice, and live agents while maintaining context and personalization.
Align messaging and automation capabilities to United’s broader Digital Servicing growth strategy and channel shift objectives.
Modernize Messaging Foundations
Simplify and evolve complex messaging foundations including:
Conversation threading and context carryover
CRM and PNR associations
Identity resolution and authentication
Channel provider integrations (SMS, RCS, InApp SDK, WebChat, messaging APIs, etc.)
Compliance, guardrails, and policy enforcement
Automation routing and tiered service funnel logic
Build Scalable Cross-Channel Capabilities
Design platform capabilities that ensure consistency across web chat, app messaging, SMS, RCS, voice, and future digital entry points.
Establish automation parity across channels to support scalable containment growth.
Balance native channel constraints with airline servicing workflows (IRROPS, reservations, MileagePlus, ancillary servicing, etc.)
Integrate AI to Drive Intelligent Servicing
Leverage AI and GenAI to:
Improve intent recognition and topic classification
Improve containment and reduce handle time
Deliver End-to-End Ecosystem Integration
Partner with Contact Center, Digital Technology, Customer Data, and Product teams to ensure seamless end-to-end journeys.
Ensure new channel launches are supported by quality optimization, defect resolution, and performance readiness.
Lead from Concept to Launch
Translate customer insights and operational needs into clear product requirements.
Drive cross-functional alignment across internal teams.
Manage prioritization trade-offs across innovation, defect backlog, scalability, and regulatory constraints.
Measure What Matters
Define and monitor KPIs including:
Automation Performance [Containment]
Channel shift and digital adoption
NPS/CSAT
Handle time reduction
Topic coverage and classification accuracy
Establish insights-to-action loops to continuously optimize platform performance.
Required Qualifications
Proven experience delivering messaging, automation, or conversational AI products in complex, regulated environments.
Strong partnership experience across engineering, design, analytics, and operations.
Experience navigating technically complex domains (telephony, CRM integrations, API ecosystems, automation platforms).
Data-driven decision-making mindset with strong analytics fluency.
Exceptional executive communication and storytelling skills.
Ability to connect consumer messaging behaviors (iMessage, WhatsApp, SMS, Gmail) to enterprise-grade airline servicing workflows.
Deep understanding of omnichannel experience design and AI-driven automation strategy.
Comfort operating in ambiguity while driving measurable transformation outcomes.
Preferred Qualifications
Experience with AI/GenAI conversational platforms.
Background in voice automation, IRROPS servicing, or high-volume customer operations.
Experience building platform products that serve multiple lines of business.
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In this role, you will shape the future of Omnichannel Servicing Ecosystem, modernizing how customers engage across chat digital servicing channels [SMS, RCS, web emerging channels], Voice Channel and Physical engagements. You will drive the evolution of conversational automation and infrastructure to create a consistent, enterprise-grade servicing experience rooted in AI, personalization, and operational scalability.
You will partner closely with Digital Technology (DT), Contact Centers, Customer Experience/Brand, Analytics, Operations, and external platform partners to deliver measurable impact across containment, NPS, channel shift, automation performance and operational efficiency.
Own the Omnichannel Product Strategy
Lead the strategy and multi-year roadmap for United’s Omnichannel Servicing Ecosystem
Support Design of Customer Servicing Profile – aimed at understanding customer attributes, previous servicing interactions and servicing resolution efficacy
Build a tiered service delivery funnel guiding customers to the best help options/best answer, potentially based on their entry point, customer profile, or context
Define how customers seamlessly transition between messaging, voice, and live agents while maintaining context and personalization.
Align messaging and automation capabilities to United’s broader Digital Servicing growth strategy and channel shift objectives.
Modernize Messaging Foundations
Simplify and evolve complex messaging foundations including:
Conversation threading and context carryover
CRM and PNR associations
Identity resolution and authentication
Channel provider integrations (SMS, RCS, InApp SDK, WebChat, messaging APIs, etc.)
Compliance, guardrails, and policy enforcement
Automation routing and tiered service funnel logic
Build Scalable Cross-Channel Capabilities
Design platform capabilities that ensure consistency across web chat, app messaging, SMS, RCS, voice, and future digital entry points.
Establish automation parity across channels to support scalable containment growth.
Balance native channel constraints with airline servicing workflows (IRROPS, reservations, MileagePlus, ancillary servicing, etc.)
Integrate AI to Drive Intelligent Servicing
Leverage AI and GenAI to:
Improve intent recognition and topic classification
Improve containment and reduce handle time
Deliver End-to-End Ecosystem Integration
Partner with Contact Center, Digital Technology, Customer Data, and Product teams to ensure seamless end-to-end journeys.
Ensure new channel launches are supported by quality optimization, defect resolution, and performance readiness.
Lead from Concept to Launch
Translate customer insights and operational needs into clear product requirements.
Drive cross-functional alignment across internal teams.
Manage prioritization trade-offs across innovation, defect backlog, scalability, and regulatory constraints.
Measure What Matters
Define and monitor KPIs including:
Automation Performance [Containment]
Channel shift and digital adoption
NPS/CSAT
Handle time reduction
Topic coverage and classification accuracy
Establish insights-to-action loops to continuously optimize platform performance.
Required Qualifications
Proven experience delivering messaging, automation, or conversational AI products in complex, regulated environments.
Strong partnership experience across engineering, design, analytics, and operations.
Experience navigating technically complex domains (telephony, CRM integrations, API ecosystems, automation platforms).
Data-driven decision-making mindset with strong analytics fluency.
Exceptional executive communication and storytelling skills.
Ability to connect consumer messaging behaviors (iMessage, WhatsApp, SMS, Gmail) to enterprise-grade airline servicing workflows.
Deep understanding of omnichannel experience design and AI-driven automation strategy.
Comfort operating in ambiguity while driving measurable transformation outcomes.
Preferred Qualifications
Experience with AI/GenAI conversational platforms.
Background in voice automation, IRROPS servicing, or high-volume customer operations.
Experience building platform products that serve multiple lines of business.
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