1996 Product Manager

📌 Position: Senior AI Product Manager

Location: Remote from LATAM

Contract Type: Full-time vendor with https://inallmedia.com/

Time Zone Alignment: US Time Zones (EST/CST/PST overlap)

🧭 About Inallmedia.com Inallmedia.com is a global technology and design firm focused on building impactful digital solutions through remote, distributed teams across LATAM. We partner with international clients across industries, providing long-term technical expertise, product innovation, and team augmentation.

🚀 Project Overview You will be taking ownership of the continued evolution of an enterprise-grade, AI-powered IT help experience built directly into Slack for a massive global organization. This product is being positioned as the primary "front door" for all internal IT help across the company.

The objective of this project is to scale and iterate on this AI-enabled service workflow. Through rapid experimentation, you will optimize the system so that it can autonomously resolve technical issues, seamlessly coordinate with human support desks, and deliver highly accurate, automated assistance at an enterprise scale.

🔍 Key Responsibilities

• End-to-End Product Management: Lead day-to-day product management for the AI assistant, including scoping, prioritization, requirement writing, defining acceptance criteria, and backlog management within an Agile framework.
• AI Agent Tuning & Optimization: Shape and improve prompt effectiveness, evaluate workflows, execute prompt tuning, and proactively mitigate common quality, trust, and hallucination issues.
• Metric Development & Data Analysis: Define ambiguous performance measures, monitor success metrics, and translate complex data findings into actionable roadmap decisions.
• Cross-Functional & Support Operations: Partner closely with engineering and Support Operations teams to improve troubleshooting, escalation routing, fulfillment loops, and AI response quality.
• Rollout & Validation: Drive User Acceptance Testing (UAT), plan rollout readiness, manage stakeholder updates, and execute rapid, iterative lifecycle changes.
• Executive Facilitation: Own the preparation and facilitation of bi-weekly product syncs and reviews with the IT Leadership Team.

💡 Must-Have Skills

• 5+ years of Product Management experience, with a proven ability to operate as an independent individual contributor with minimal oversight.
• AI & Agentic Core Stack: Direct experience owning an agentic product or AI-agent experience in production. Must possess a strong understanding of agent workflows, prompt engineering, and evaluation systems.
• Platform Ownership: Track record of owning the roadmap and delivery for internal platforms, workflow tools, service experiences, or knowledge-grounded AI systems.
• Core Tools & Ecosystems: Direct experience building Slack-based or chat-based product experiences, coupled with ticketing/service workflows like Jira Service Management (JSM).
• Agile Collaboration: Exceptional cross-functional communication skills, with extensive experience collaborating with engineering, data analytics, and operational teams in ambiguous environments.
• Experience working in Agile teams and 100% remote environments.
• Fluent English for daily communication.

🌟 Nice-to-Have Skills

• Domain Expertise: Prior experience in IT support, employee service desks, or internal help and productivity domains.
• Advanced Agent Platforms: Familiarity with Salesforce Agentforce or similar enterprise-grade AI agent platforms.
• Operations & Feedback Infrastructure: Experience setting up CSAT scoring, observability frameworks, closed-loop feedback systems, or managing multilingual/global rollouts.
• Change Management: Strong understanding of change management practices to drive user adoption of new workflows and AI-driven experiences.

🌐 Time Zone & Collaboration The role requires collaboration with teams aligned to US Time Zones. Flexibility to overlap a few hours with North American business hours (EST/CST/PST) is expected to ensure seamless synchronization with cross-functional teams and leadership.

💬 Language All interviews, documentation, and daily communication will be in English.

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