IMR Soft LLC
IMR Soft LLC

Product manager- Omnichannel Servicing

Chicago, IL, US • Posted 6 days ago • Updated 6 days ago
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Contract W2
Contract Independent
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Job Details

Skills

  • product manager
  • Omnichannel

Summary

Position : Product Manager Omnichannel Servicing (Program Manager IV)
Location : Chicago, IL
Duration : 6-8+ Contract Possible extension/Conversion
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
  • 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
  • External platform partners
You will deliver measurable impact across:
  • Containment
  • NPS
  • Channel shift
  • Automation performance
  • Operational efficiency
What You'll Do
1. 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
    • Servicing resolution efficacy
  • Build a tiered service delivery funnel guiding customers to the best help options/best answer potentially based on:
    • Entry point
    • Customer profile
    • Context
  • Define how customers seamlessly transition between:
    • Messaging
    • Voice
    • Live agents
      while maintaining context and personalization
  • Align messaging and automation capabilities to United's broader Digital Servicing growth strategy and channel shift objectives
2. 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
3. Build Scalable Cross-Channel Capabilities
  • Design platform capabilities that ensure consistency across:
    • Web chat
    • App messaging
    • SMS
    • RCS
    • Voice
    • 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
4. Integrate AI to Drive Intelligent Servicing
Leverage AI and GenAI to:
  • Improve intent recognition and topic classification
  • Automate high-volume servicing use cases
  • Improve containment and reduce handle time
5. 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
    • Performance readiness
6. 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
    • Regulatory constraints
7. Measure What Matters
Define and monitor KPIs including:
  • Automation Performance (Containment)
  • Channel shift and digital adoption
  • NPS / CSAT
  • Resolution rate
  • Handle time reduction
  • Topic coverage and classification accuracy
  • Establish insights-to-action loops to continuously optimize platform performance
What You'll Bring
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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91133294
  • Position Id: 2026-19352
  • Posted 6 days ago

Company Info

About IMR Soft LLC

We're building a great company, and we're very excited about the future of the company.

IMR Soft. is one of the fastest-growing, USA based Information Technology company specializing in software development and IT Services. Founded in 2017, by a team of experienced professionals with a solid base in IT and Management. Headquartered in Princeton, New Jersey.

We help clients Create the Future. We deliver innovative information technology solutions and unlimited services that benefit our clients by maximizing their performance. We combine tech expertise and business intelligence to catalyze change and deliver results. In a world that is constantly changing, companies are faced with the challenge of continually adapting to a dynamic environment.

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