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Product Manager Virtual Agent
Responsibilities:
- Responsible for operational management of support teams tools and services supporting the Service Desk, including virtual agent, survey, translations and scheduling.
- Responsible for ServiceNow Virtual Agent and utilizing VA to simultaneously improve user experience and reduce higher cost interactions with the technology service desk
- Possess an in-depth and broad understanding of industry standards and aligns roadmap for support teams to them
- Manages the release management of any technologies with vendors
- Drives innovation into the support processes and teams through experimentation with new technologies and a roadmap to move into production
- Participate in industry best practices, vendor reviews, and lessons learned to bring innovation to the Kenvue end user experience
Qualifications:
Required:
- B.A / B.S degree, preferably in Science, Technology, Engineering or Math (STEM).
- Minimum of 8 years of relevant technology experience.
- Strong analytical skills and demonstrated experience driving operational improvements.
- In depth experience with ServiceNow.
- Experience achieving reductions in support cost/demand through deployment of chatbot solutions.
- Experience in developing and managing operational service improvement efforts.
- Excellent stakeholder management skills.
- Customer and Employee Experience oriented.
Preferred:
- Experience working in large and / or global organizations.
- Prior experience in IT End User Services / Client Services.
- Experience utilizing generative AI in chatbot and/or service desk use cases.
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