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Lippert Components, Inc Conversational Al Product Leader in Mishawaka, Indiana

Who We Are

We are the leading supplier of components to the recreational vehicle and residential housing industries, as well as adjacent industries including bus, cargo and equestrian trailer, marine, and heavy truck. With over 65 facilities located throughout the United States, Canada, Ireland, Italy, and the United Kingdom, our more than 9,000 team members work together to bring innovative product solutions to market every day.

Why We are Different:

At Lippert Components, Everyone Matters. We are striving to make lives better through meaningful relationships with our co-workers, our customers, and our communities. LCI team members feel a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our many team members. We measure success by how we touch the lives of people inside and outside our walls.

What You’ll Get

  • A Company Culture Where Everyone Matters

  • Career Development

  • Mentoring

  • Tuition Reimbursement

  • Annual Flu Immunization

  • Holidays, Personal & Vacation Days

  • Local & National Discounts

  • Wellness Offerings

  • Food Truck Days

    Summary/Objective:

The Lippert Customer Care Center (LCCC) is seeking an experienced Product Manager responsible for our Conversational AI product; affectionately known as “Valerie.” Your new role ensures that Valerie delivers phenomenal customer experiences every step of the way. You will work closely with all partners across the business within a fast-moving, goal-oriented culture of business partners, customers, peer product managers, development teams, QA, reporting, and other functions to meet product goals and improve the customer experience. The products we produce deliver meaningful changes to our customer’s experiences and produce tangible operational efficiencies for the business.

Essential Functions/Responsibilities

  • Develop, maintain, and execute against a Conversational AI product roadmap

  • Ideate, and drive data-driven decisions using various input sources

  • Responsible for the planning and execution throughout the product life cycle, including collecting and prioritizing customer requirements, defining the vision, and ensuring delivery of high-quality features on time to achieve defined customer (internal/external) satisfaction goals

  • Expand customer use cases to be resolved via voice or text Valerie. Ensure a continuous feedback loop from Care Centers and customers to identify problems and improvement opportunities

  • Responsible for proper measurement instrumentation, monitoring and reporting of product success

  • Understand the dynamics and drivers of critical metrics and provide business recommendations accordingly

  • Communicate (verbal and written) plans and progress to leadership and partner teams

  • Evangelize the Self-Service products across the organization, drive integration and ensure desired positive impact is achieved

  • Establish and refine processes to ensure quality and accuracy in the Conversational AI channels

    Competencies/Qualifications

  • BS / BA degree or equivalent work experience required.

  • 6+ years in product management with at least 3 years in Agile environment

  • 2+ years of direct experience building a successful text and/or voice conversational bot in Customer Care Centers.

  • 2+ years leading a product related to machine learning or natural language processing applied.

  • Excellent leadership and communication skills across all levels of the organization. Be able to build strategic relationship across organization and levels with a high degree of organizational, individual initiative, and personal accountability

  • Technical savvy to support an understanding of the technical capabilities and constraints

  • Strong collaboration skills and mindset to foster a collaborative environment with both engineering and business resources

  • Demonstrate a real passion for building amazing customer experiences

  • Ability to meet tight deadlines, handle a dynamic and changing environment, and possess good judgment

  • Proven growth mindset. Ability to think creatively and challenge the status quo

  • Possess the ability to balance innovation and operational effectiveness, be able to optimize productivity and efficiency when working with your partners

  • Curious and seeks answers and remain well-informed of industry offerings to create a successful product and customer experience

  • Track record of delivering best-in-class customer experiences

  • Conversational UX Design experience a strong plus

  • Comfort operating in global environments across locations, and time zones

  • Analytical and comfortable making data-driven decisions

    Supervisory Responsibility

This role does will have supervisory responsibility upon hiring.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear.

Position Type/Expected Hours of Work

This is a full-time salary position, and hours/days of work are decided by production schedules and your reporting manager.

Travel

Travel will be moderate and would be primarily local during the business day.

Work Authorization/Security Clearance

Must be able to pass EVerify.

AAP/EEO Statement

LCI provides equal employment opportunity to all employees and applicants, without regard to race, color, religion, sex, age, national origin, citizenship status, disability, veteran status, genetic information, or any other legally protected category.

LCI provides equal employment opportunity to all employees and applicants, without regard to race, color, religion, sex, age, national origin, citizenship status, disability, veteran status, genetic information, or any other legally protected category.

Requisition ID: 2021-5169

External Company URL: https://www.lci1.com/

Street: 408 S Byrkit Ave

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