Product Manager, Conversational Design

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

About the Role:

We’re looking for a Product Manager to drive the definition and development of the various communication channels we use within our roadside assistance platform. Your job will be to work with engineering, operations, data science & analytics, and design to develop features and experiences that enable the efficient delivery of exceptional service to millions of stranded motorists per year. You’ll have a tremendous impact on the product and be able to see your work get to market quickly. We’re looking for a passionate, strategic thinker who can understand the big picture, but also cares about the details.

Responsibilities:

• Manage product definition and development of conversational design experiences across interactive voice assist and chatbot feature sets. 
• Forge strategy of existing communication channels into an era of new technologies, including increased conversation automation and AI. 
• Partner with multiple stakeholders, including operations, data science, client services, and engineering to understand the needs of our customers and operations specialists.
• Ask “why” incessantly in order to identify root problems and opportunities that can be solved with platform innovation.
• Intimately understand the needs and challenges of engineering, factoring technical efficiency and scalability into product requirements.
• Drive multiple releases per week from conception to completion with a cross-functional team of designers, developers, QA, and data scientists.
• Own and measure core success metrics of the product and the business.
• Continuously prioritize and manage the backlog and upcoming sprints.
• Communicate regularly with key internal and external constituents.

Skills and Experience:

• 3+ years full-time product management experience
• Have shipped something that people use regularly
• Experience with chatbots and interactive voice assist systems; an appreciation for various conversational design frameworks
• Analytical ability to unpack complex problems, synthesize data, and identify root issues
• Strong UX and workflow design skills
• User-centric product philosophy and methodology
• Can develop deep empathy for a variety of customer types
• Experience in A/B testing features regularly to validate outcomes
• Can manage multiple projects simultaneously, handle a fast-paced startup environment, meet deadlines, and manage changing priorities
• Excellent communication and collaboration skills

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA, CA
• Canada: Province of Ontario

The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Actual salaries may vary and may be above or below the range presented based on various factors, including, but not limited to, work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees. California pay range$115,000—$195,000 USD

D, E & I Mission & Culture at Agero:

We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.

The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.

THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.

To review Agero's privacy policy click the link: https://www.agero.com/privacy.

***Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact recruiting@agero.com.

***Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero's recruiting team directly at recruiting@agero.com.

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