Gen AI Product Owner/Product Manager

Role: Gen AI Product Owner/Product Manager

Location: New York, NY 10003 (Hybrid - 2 days Onsite and rest remote)

Duration: 6+ months (Potential to convert FTE based on performance)

Contract Type: W2

Major Objectives:

• The Gen AI Product Owner / Product Manager will lead product and feature development for the Customer Operations AI Initiative, owning the backlog of use cases from intake through delivery and adoption.
• This role is accountable for prioritization, requirements, and delivery for an agile team, and will shape governance, responsible-AI practices, and program improvements as the initiative scales.

Responsibilities/Job Description:

• Own the use-case backlog - intake, prioritization, and sequencing based on business value, feasibility, and risk.
• Translate Customer Operations business problems into clear problem statements, epics, user stories, and acceptance criteria the build team can execute.
• Serve as the bridge between business stakeholders (SMEs, ops leaders) and the technical build team; run discovery, validate requirements, and manage expectations.
• Define measurable success criteria per use case (e.g., deflection, handle time, accuracy, adoption) and hold the team accountable to them.
• Lead and facilitate all Agile ceremonies - stand-ups, reviews, retrospectives, backlog grooming, and sprint/release planning.
• Track and communicate team velocity and sprint/release progress to affected teams and management using Agile estimating techniques.
• Ensure daily task status and hours are maintained in Azure DevOps (ADO) or equivalent Agile tracking systems for backlog transparency.
• Own responsible-AI and governance touchpoints - CREATe/PTA/Cyber intake, human-in-the-loop design, evaluation criteria, and guardrail requirements.
• Drive change management and rollout - training, adoption, and feedback loops with end users.
• Conduct research and benchmarking on Gen AI trends and comparable utility/enterprise deployments to inform the roadmap.
• Support a customer-centric culture, taking special interest in meeting the needs of external and internal stakeholders.
• Initiate and implement program improvements across governance and intake processes; perform other related tasks as required.

Required Skills:

• Proven experience managing an agile product development team as a Product Owner or Product Manager.
• Prior Gen AI, conversational AI, or intelligent-automation product experience (able to define eval criteria and 'good enough to ship' for probabilistic systems).
• Experience with SAFe / Agile program management and Agile tracking tools (Azure DevOps, Jira, etc.).
• Ability to manage multiple assignments and changing priorities across a complex stakeholder ecosystem.
• Excellent oral and written communication skills; experience with Microsoft Office, including Excel.
• Experience producing formal presentations and documentation for executive and regulatory share-outs.
• Previous management experience (employees or contractors).

Preferred Skills:

• Knowledge of Client Customer Operations business, rules, and regulations.
• Experience with responsible-AI / AI governance frameworks.
• Vendor management experience.
• Education or Certification Requirement:
• Must have bachelor s degree.
• SAFe / Product Owner / Scrum certification preferred.