Product leader responsible for the optimization team with a focus to continuously improve the Chase Digital Assistant (CDA) and Search products. Responsible for road map and delivering model improvements and enhancements to the customer experiences across products and various LOBs.• Strategize with leadership across business owners, designers, ML engineers and developers to deliver intelligent and effective customer experiences via conversational AI.• Manage and mentor team of product managers, analysts, and annotators, fostering culture of innovation and collaboration. • Engagement with internal stakeholders and leadership to align product enhancements with overall strategic goals and objectives.• Establish and track key performance indicators (KPIs) to measure product success and drive data-drive decision-making.

Senior level professional who drove customers’ overall value realization and orchestrated its delivery through an efficient team, products, and project management approach. Developed relationships with key customer stakeholders to understand business challenges, goals, requirements and use cases. Collaborated closely with Sales, Partnership and Product teams to ensure customer success and growth.• Owned the end-to-end customer success, relationship, and software adoption – from client onboarding, through entire partnership.• Strategized with customers to develop customer success blueprint/plan and support the efforts to establish and deploy Cognitive Center of Excellence’s to support short and long-term objectives.

Led vision, execution and performance conversational AI platform launched within IVR (Intelligent Agent (IA) product). Developed and executed AI product vision and strategy to ensure alignment with overall business objectives. Managed 3 teams/20 people to drive improvements to the AI platform while working with cross functional teams to develop new functionality. Responsible for performance management and analytics/reporting team to recognize business value while improving AI product performance and customer satisfaction.• Managed delivery of AI platform and team of product owners, conversational designers/linguistics, analysts, developers, Tableau developers, performance managers and QA.• Collaborated with business partners to align on key success metrics and measurements. Responsible for monitoring, measuring, and communicating IA and Covid Bot product performance against defined success criteria and KPIs across various stakeholders. • Partnered closely with business partners, engineering, development, solution management, architecture, CX/UX leaders to deliver AI solutions that achieve customer experience, business, and technology goals.• Owned journey analytics platform and manage vendor relationship to help drive actionable insights and product improvements more rapidly than traditional manual processes. • Led team that provided IA and Covid Bot product improvement and optimization recommendations including business benefit, scope, and prioritization in relation to the backlog, roadmap, and other initiatives. • Managed marketing and communication team that supports change management, adoption strategies and overall messaging for IA product. Collaborated closely with business partners.

Drove product strategy to bring new digital capabilities to clients, including the definition, creation, development, and implementation of conversational AI solutions. Collaborated with internal and external partners to enable our clients to revolutionize how they interact with their customers across live and asynchronous channels by leveraging conversational AI with modern messaging and voice technologies. Created and maintained a vision and executable road map for AI products and monitored competitive landscape and emerging trends.Supported and drove delivery of conversational AI solutions for clients through collaboration with a variety of teams to:• Define, design, and refine a frictionless end-to-end customer journey and experience by leveraging conversational AI experiences that are creative, engaging and consistent in a channel-agnostic manner.• Iterated design of conversational AI experiences and integrate input from users, stakeholders, and leadership to develop user conversational experiences.• Influenced delivery schedule to effectively ensure alignment between teams to meet customer expectations.• Collaborated with product managers, content owners, designers, researchers, and engineers to establish new use cases.• Oversaw analysis of conversation flows to identify opportunities to tune and optimize the conversational design and customer experience.

Led implementation of AI technology projects and launch of a virtual agent with full transaction capability on web and messaging platforms using IBM Watson. Successful launch of 60+ use cases. Passionate about AI and constantly demonstrate ability to adapt to a dynamic agile environment in order to push digital transformation boundaries.• Drove expansion of AI messaging & support experiences to deepen digital engagement in existing channels (i.e. Sprint.com, Apps, IVR) as well as additional digital channels such as Messaging Apps and Voice-based devices (i.e. IVR, Siri, Google Assistant, Amazon Alexa, Google Home).• Defined and executed on a AI product roadmap focused on evolving dialogue management across all conversational channels.• Collaborated with Digital Journey/Platform Owners and UXD to define business process flows, business rules, curated content and customer journey for virtual chat agent interactions. • Coordinated and facilitated virtual agent persona/design thinking sessions to develop customer centric experience.• Established and maintained strong working relationships with various stakeholders in order to understand requirements, document user stories, conduct grooming sessions and ensure work is prioritized based on roadmap and product backlog is maintained.• Demonstrated ability to establish and maintain strong working relationships with various stakeholders and cross-functional teams from IT, QA, analytics, marketing, legal and finance to deliver AI capabilities.• Worked with internal DevOps and Enterprise Architecture teams to develop enterprise infrastructure to support AI initiatives.• Ability to articulate how AI creates business value and understand highly complex technical solutions and integrations.• Influenced and shaped AI product and partner strategy with executive team.

Partnered with business owners to strategize and deliver technical solutions to support the customer management social care Line of Business (LOB), SMS initiatives, internal social collaboration programs and content management systems.• Executed in a highly collaborative environment with cross-functional teams and external vendors.• Extensive experience developing detailed requirements, including use cases and user stories that converted to technical solutions.• Managed and delivered across entire application life cycle—concept, requirements, design, testing and deployment to meet business objectives.• Responsible for overall vendor management and external technology vendors to coordinate enhancement releases, prioritization of project work, and development of road map.• Experience related to procurement, vendor management, SLA management and RFP process.