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Point72

Chat Platform Lead

Manhattan, NY · On-site

... to-day vendor relationships across the firm's chat platforms, including roadmap reviews ... workflows, bot frameworks, and API integrations. • Working knowledge of Microsoft Teams ...

Confidential

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Sales Representative SaaS, AI Automations, Web Design

Bentonville, AR · Remote

$100 - $600/day

... or "chat bot" jobs? Us too. You're not just selling a quarter of a real product for someone who ... What You'll Do - **100+ outbound calls/day** -- cold, referral, inbound follow-up - **1-2 closed ...

Point72

Chat Platform Lead

New York, NY · On-site

$2/hr

Manage day-to-day vendor relationships across the firm's chat platforms, including roadmap reviews ... Working familiarity with chat platform APIs, bot frameworks, and webhooks to triage issues ...

Point72

Chat Platform Lead

New York, NY · On-site

$2/hr

Manage day-to-day vendor relationships across the firm's chat platforms, including roadmap reviews ... Working familiarity with chat platform APIs, bot frameworks, and webhooks to triage issues ...

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Contact Center Product Manager II- Chat

Contact Center Product Manager II- Chat

M&T Bank

Buffalo, NY • Hybrid

$89K - $149K/yr

Full-time

Posted 19 days ago

M&T Bank rating

7.8

Company rating: 7.8 out of 10

Based on 182 frontline employees who took The Breakroom Quiz

71st of 144 rated banks

Job description

Contact Center Product Manager II- Chat

Location: Buffalo, NY | 4 days in office and 1 day from home

Overview: Responsible for the management of multiple product lines or services within the Chat channel, including digital chat experiences, chat bots, authentication flows, routing, digital selfservice, and customer experience orchestration. This role oversees the design, development, implementation, optimization, and marketing of Chat products to ensure they are marketable, profitable, compliant with legal and regulatory requirements, and effective in driving increased digital containment and reduced assistedchannel demand.Primary Responsibilities:
  • Own and manage the Chat channel product portfolio, including chat experiences, chat bots, authentication flows, routing logic, and digital selfservice capabilities.
  • Manage the business Chat channel opportunity intake and enhancement pipeline.
  • Lead all aspects of new product implementation and existing product modifications, including design, development, testing, deployment, and operational readiness.
  • Develop, refine, and prioritize chat bot use cases in collaboration with business partners and stakeholders.
  • Analyze chat bot performance, including utterances, misroutes, fallbacks, and containment opportunities; recommend improvements to accuracy, automation, and customer experience.
  • Track, analyze, and report key Chat channel KPIs, including digital containment, abandonment, chat duration, customer effort, and demand deflection.
  • Recommend product pricing with a clear understanding of cost structure, revenue planning, profitability, and product risk.
  • Own all Chat product financials, including revenue planning, forecasting, and profitability analysis.
  • Ensure Chat products and services comply with all legal, regulatory, risk, and internal control requirements in accordance with the Company's Risk Appetite.
  • Act as a liaison with business partners, ECCI, technology teams, operations, compliance, risk, and other affected departments.
  • Coordinate with ECCI to design, implement, and deploy enhanced chat and bot flows.
  • Maintain comprehensive documentation for chat flows, logic, feature releases, and operational procedures.
  • Work closely with the Customer Channels Test Coordinator to ensure highquality testing and release execution.
  • Review new developments in company markets and digital servicing trends; evaluate and recommend new Chat services, products, or enhancements.
  • Establish marketing objectives and partner with internal teams to develop effective programs to promote Chat products and drive adoption.
  • Evaluate Chat product and service performance and recommend changes to features, pricing, or marketing strategies as needed.
  • Perform ongoing reporting and analysis related to the Chat product portfolio.
  • Identify and escalate riskrelated issues to management as appropriate.
  • Promote an environment that supports belonging and reflects the M&T Bank brand.
  • Maintain M&T internal control standards, including timely implementation of internal and external audit findings and regulatory issues as applicable.
  • Complete other related duties as assigned.
Education and Experience Required:

Bachelor's degree

5 years' proven marketing, product management, financial, operations and/or project management experience,

OR in lieu of a degree,

A combined minimum of 9 years' higher education and/or work experience, including a minimum of 5 years' proven marketing, product management, financial, operations and/or project management experience.

#LI-111

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $89,600.00 - $149,300.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.LocationBuffalo, New York, United States of America

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