Product Manager

Own the end-to-end product roadmap for an AI Omni platform connecting Voice, SMS, and Chat across Milan Laser Hair Removal’s clinic network.

Responsibilities

• Serve as the dedicated product owner for the AI Omni (Voice, SMS, Chat) platform, owning the roadmap, prioritization, and lifecycle
• Act as the primary liaison between AI Omni vendor(s), internal IT/engineering, and business stakeholders
• Define and maintain product requirements, configuration standards, and use-case documentation
• Lead configuration and build-out of Voice, SMS, and Chat workflows, including call flows, intents, and automations within the platform
• Partner with the vendor implementation team and Milan’s IT/CIO organization on integrations (e.g., EMR, telephony, CRM, scheduling systems)
• Own technical setup of new use cases, scripts, and channel expansions as the platform scales across clinics
• Build and manage structured test environments and test plans for new releases, workflows, and integrations
• Lead QA/UAT prior to production changes to minimize risk to the live client experience
• Establish a repeatable process for regression testing as the platform evolves
• Continuously monitor platform performance and identify opportunities to improve call handling, containment, deflection, and overall client experience
• Own the enhancement backlog: evaluate requests, prioritize based on impact and effort, and drive delivery
• Stay current with the vendor’s product roadmap and evaluate new features for applicability to Milan operations
• Build and maintain reporting and dashboards covering key platform metrics (volume, containment, resolution, sentiment, escalation rates, SLA performance, etc.)
• Translate platform data into clear, actionable recommendations for operations, marketing, and executive leadership
• Serve as an internal consultant to help stakeholders interpret what the data shows and what to do about it
• Present performance updates and strategic recommendations on a regular cadence to leadership and cross-functional partners
• Partner with Operations, IT, Legal, and Marketing to align the platform with brand standards, compliance requirements, and client experience goals
• Support change management and training efforts as new capabilities roll out to call center and clinics
• Coordinate with task forces or steering committees overseeing the AI Omni rollout

Requirements

• 4+ years of experience in product management, business/systems analysis, or technical program management, ideally involving contact center, CX, or CRM platforms
• Proven experience owning a software product or platform through full lifecycle: requirements, build, test, launch, and iteration
• Strong technical aptitude: comfortable working directly in platform back-ends, configuring workflows/logic, and troubleshooting without escalating every issue to engineering
• Experience building and executing structured test plans and test environments (UAT, regression testing, QA processes)
• Strong data literacy: build reports/dashboards, analyze performance data, and translate findings into business recommendations
• Excellent communication skills to consult and influence both technical teams and non-technical business leaders
• Strong project management skills, with ability to manage multiple concurrent workstreams and vendor relationships

Technologies

• Voice, SMS, Chat
• EMR, telephony, CRM, scheduling systems
• IVR systems
• APIs, webhooks
• UAT, regression testing, QA processes

Preferred

• Experience with AI-driven Voice, SMS, or Chat platforms (e.g., Bland AI, PolyAI, Sierra, or similar conversational AI/contact center platforms)
• Experience in a multi-location, high-volume call center or healthcare/retail services environment
• Familiarity with telephony/IVR systems, CRM platforms, and integration concepts (APIs, webhooks)
• Experience managing vendor relationships and SaaS implementations
• Background in process improvement, Six Sigma, or operational excellence methodologies

Benefits

• Medical, dental, vision, disability and life insurance within 30 days
• Unlimited PTO (coordinate with your manager)
• 6 paid holidays
• $50 cellphone stipend paid out monthly
• 401k retirement plan with vested 4% employer match after 90 days
• Career advancement opportunities + culture/environment
• Free laser hair removal services for employees and their spouse or legal partner

What Success Looks Like

• The AI Omni platform is fully built, tested, and optimized to reliably support Voice, SMS, and Chat volume across Milan’s clinic network
• New features and enhancements move through a clear, low-risk testing and release process
• Business stakeholders receive regular, data-backed insights that inform operational decisions
• Client experience metrics improve over time (e.g., response time, containment, resolution, satisfaction)