Product Manager II (Customer Operations)

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Job Details
Role Summary:
As a Technical Product Manager specializing in AI Solutions, this team member will play a pivotal role in driving the development of generative AI products and solutions that transform how Cencora serves and engages with customers. This role requires a seasoned product management professional with deep expertise in customer service operations and customer-facing digital platforms who can independently own and drive AI initiatives across our customer experience portfolio, including AI integration into customer facing tools and platforms, as well as enablement of AI solutions for customer facing support personnel using a variety of technology stacks. They will collaborate with cross-functional teams to define product vision, prioritize features, and deliver innovative AI-enabled tools that meet business needs.
The Technical Product Manager will bring critical customer operations domain expertise to pursue AI solutions that enhance customer service tool efficiency and elevate the customer experience through AI-powered platform capabilities in our customer facing tools. In this role, they will lead product discovery, define and document requirements, manage product development cycles with internal and external vendor resources, engage with stakeholders and users to elicit and document requirements, and oversee and/or execute on testing and support.
The successful candidate will have a deep knowledge of and passion for AI technology, particularly its application in enterprise environments to drive impactful business outcomes. This position requires an experienced product manager who can work independently while collaborating with the broader AI, IT and business stakeholders. This role resides within our Global Data and Technology Services organization (GDATS) as part of the Data, Analytics and AI domain at Cencora.
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Primary Duties and Responsibilities:

• Build and maintain strong relationships with business partners and the broader IT organization to deliver impactful AI solutions.
• Conduct analysis and gather insights to identify and prioritize high-value use cases for AI-enabled tools.
• Advise and consult stakeholders on build vs buy decisions, employing a strategic, data-driven approach to decision-making.

• Collaborate with the team to define product goals, align with business priorities, and ensure product roadmaps reflect stakeholder needs.
• Develop detailed product requirements documents (PRDs), write user stories, and create functional specifications to guide the development of AI-driven business solutions.
• Oversee the creation of test plans, perform system integration testing, validate test results, and address any issues during testing phases.
• Work closely with end users to optimize product adoption, provide training, and offer support for prompt engineering and tool usage.
• Create, test, iterate, and publish production-ready prompts for customer operations use cases, ensuring optimal performance and accuracy.
• Mentor product specialists and business analysts, with potential to build and lead a team as the portfolio grows.

Experience and Educational Requirements:

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field.
• 7-10 years of relevant product management or related work experience required.
• Demonstrated experience defining and executing on AI products in an enterprise or B2B/B2C product environment.

Minimum Skills, Knowledge, and Ability Requirements:

• Strong leadership and collaboration skills within cross-functional teams.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills, with a passion for exploring the capabilities of AI in enterprise environments.
• Enthusiasm for AI technology and its innovative application in enterprise settings, including a functional understanding of AI language models, APIs, and software tools.

Required Domain Expertise:

• 5+ years of product management experience in customer service, enterprise e-commerce, or customer platform domains
• Familiarity with enterprise CRM platforms; Salesforce strongly preferred
• Demonstrated success implementing AI/ML solutions, customer operations context preferred
• Proven experience with customer-facing digital platforms and portals in B2B environments
• Hands-on prompt engineering experience, including creating, testing, and optimizing prompts and conversational flows for customer-facing applications
• Enterprise AI platform experience (Azure OpenAI Services preferred, but experience with OpenAI, Anthropic, AWS Bedrock, or similar platforms acceptable)
• Experience with and understanding of customer service operations, including contact center technologies, case management, and service metrics (CSAT, NPS, FCR, AHT)

• Track record of improving customer satisfaction and operational efficiency through technology initiatives

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Requires broad training in fields such as healthcare, information technology, computer science, business administration, or similar vocations generally obtained through completion of a four-year bachelor's degree program. Generally requires a minimum of four (4) years related and progressively responsible experience as a Product Owner or Product Manager. Should understand the basics of business process modeling, software development lifecycle planning, and Agile software development. Experience in Healthcare or Pharmaceutical industry is desirable.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Ability to communicate at all levels of the organization (directors, managers, engineers, quality assurance analysts, end users, etc...)

• Proven ability to work with and influence cross-functional teams without formal authority

• Ability to self-learn and seek out knowledge to improve understanding of technology solutions

• Excellent verbal and written communication skills, strong attention to detail

• Strong problem solving, planning, analysis, teamwork, and organizational skills

• Confident presentation skills in small and large groups

• Excellent discovery and active listening skills

• Ability to use good judgment in conveying status and problem escalation

• Provides coaching and mentoring to team members

• Must be comfortable working on a team with daily accountability for keeping commitments

• Demonstrated working knowledge of product management and Agile software lifecycle methodologies

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an associate may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
The noise level in the work environment is generally quiet.
PHYSICAL AND MENTAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing. Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus. 75% or more time is spent looking directly at a computer. Associate is frequently required to stand, walk (or otherwise be mobile). Ability to deal with stressful situations as they arise.
What Cencora offers
We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora
Full time
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
Affiliated Companies
Affiliated Companies: AmerisourceBergen Services Corporation