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As a Service Assist Product Manager, you will bring strong product discipline and a data-driven, AI-first mindset-spanning generative AI, machine learning, and natural language processing (NLP)-to lead strategy and end-to-end execution across business and technology teams, mobilizing partners to deliver measurable client, operational, and risk outcomes. 

Job Responsibilities:

• Define and maintain the Service Assist product vision, strategy, and roadmap, aligned to business priorities, client experience goals, and the firm's AI ambitions.

• Champion an AI-first approach, identifying and prioritizing high-value use cases for generative AI, machine learning, and intelligent automation-such as intelligent intake and routing, conversational AI and virtual assistants, response generation, summarization, and retrieval-augmented generation (RAG).

• Lead transformation and change management, driving user adoption and operational readiness across servicing teams.

• Partner with cross-functional triad teams-Engineering, Design, and Data Science, alongside Service operations and Risk & Controls-to ensure alignment, clear ownership, and successful delivery.

• Run an agile governance and delivery cadence, and own and prioritize the product backlog, balancing scope, timelines, dependencies, and risk.

• Define OKRs and success metrics-response time, accuracy and quality, automation and deflection rates, risk reduction, and client satisfaction (CSAT)-and use experimentation and A/B testing to drive continuous improvement.

• Establish AI evaluation frameworks, guardrails, and monitoring-covering model accuracy, hallucination and bias mitigation, explainability, and responsible-AI compliance.

• Translate complex AI, data, and technology concepts into clear narratives for senior and non-technical audiences, proactively managing stakeholders and driving timely decisions and escalations.

Required Qualifications, Capabilities, and Skills:

• Proven, hands-on product management experience with agile practices-roadmaps, backlogs, prioritization, and iterative delivery.

• Strong conceptual command of AI/ML, generative AI, and large language models (LLMs)-including prompt engineering, retrieval-augmented generation (RAG), and agentic AI-and the ability to translate them into product features such as automation, summarization, intent classification, and intelligent routing.

• High data literacy, with the ability to interpret data, define metrics, and draw sound conclusions across quality, cycle-time, and adoption measures.

• Ability to use AI-assisted and no-code/low-code tooling to independently produce data-science-style outputs-queries, analyses, experiments, and prototypes-without deep hands-on coding.

• Working knowledge of responsible AI, model evaluation, and AI governance, partnering with Data Science and Engineering on model performance and safe deployment.

• Excellent written and verbal communication, documentation, analytical thinking, and sound judgment.

• Proven ability to influence and lead through others, manage cross-functional teams, and navigate conflict.

Preferred Qualifications, Capabilities, and Skills:

• Asset Management or financial services experience, and/or experience delivering solutions for a Client Service organization.

• Experience delivering AI/ML, generative AI, or conversational AI products-ideally in client servicing, contact center, or customer inquiry contexts.

• Familiarity with the modern AI stack-LLM platforms, vector databases, RAG pipelines, MLOps/LLMOps, and AI evaluation and observability tooling.

• Experience partnering with UX research and design to improve client journeys; familiarity with knowledge management or client lifecycle operations.

• AI-driven mindset and a passion for using AI copilots to raise product decisioning, documentation quality, and delivery velocity.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.