1872 Consulting · 2 months ago
AI Chatbot Product Owner (Retail)
Dallas, TX
Full-time
Onsite
Mid, Senior Level
$0/yr - $130K/yr1872 Consulting is a leading retail organization focused on transforming the customer experience through innovation, data, and intelligent automation. The AI Chatbot Product Owner (Retail) will lead the strategy and optimization of retail chatbot platforms, translating customer service goals into conversational AI solutions.
ConsultingInformation TechnologyRecruitingService IndustryTraining
Responsibilities
Own the chatbot roadmap and vision, aligning automation goals with customer experience strategy and retail service objectives
Identify and prioritize high-value use cases for self-service and conversational automation based on customer pain points and support data
Design, enable, and optimize chatbot intents, workflows, and content to improve containment, first contact resolution (FCR), and customer satisfaction (CSAT)
Collaborate cross-functionally with Customer Care, Technology, CRM, and Order Management teams to ensure seamless integrations and handoffs
Analyze performance metrics (deflection, AHT, precision, recall, and CSAT) to guide tuning cycles, NLP improvements, and customer journey refinements
Define functional requirements and user stories, manage sprint deliverables, and drive agile iteration across internal and vendor teams
Facilitate workshops and adoption sessions to train and align support teams on chatbot functionality, escalation paths, and tone of voice
Stay current on Generative AI and conversational commerce trends, applying practical innovations to improve customer engagement and personalization
Qualification
Required
Proven experience as a Product Owner, Functional Expert, or Program Manager leading chatbot or conversational AI solutions in a retail or customer-care environment
Hands-on expertise with major platforms such as Dialogflow, Microsoft Copilot, Amazon Lex, IBM Watson, Kore.ai, or Rasa
Demonstrated success improving key performance indicators — containment/deflection, FCR, AHT, and CSAT — through data-driven optimization
Strong understanding of AI/ML concepts, NLU/NLP tuning, and conversational design principles
Excellent communication, analytical, and cross-functional leadership skills with the ability to translate data insights into strategy
Preferred
Experience in retail or e-commerce AI applications, including conversational commerce and personalized recommendations
Familiarity with CRM or ticketing systems such as Salesforce Service Cloud, ServiceNow, or Zendesk
Exposure to GenAI-based support tools for knowledge article generation or dynamic response optimization
Background in customer journey analytics and process mapping within contact center or omnichannel operations
Company
1872 Consulting
1872 Consulting is a recruitment and IT consulting company.
Founded in 1872
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase