Job Description

We are seeking a Product/Offer Manager - AI-First CX to drive the definition, standardization, and commercialization of our AI-First CX solutions. This role is a hybrid of Product Management and Offer Management, requiring strategic thinking, execution capabilities, and strong cross-functional collaboration to bring AI-First CX solutions to market successfully. Our AI-First CX solutions integrate third-party AI and CX software with our company s professional, advisory, support, skilling, adoption, cybersecurity, and customer success services, ensuring customers receive a comprehensive, outcome-driven experience. The Product/Offer Manager will be responsible for defining the structure, pricing, and scalability of these solutions while ensuring alignment with customer needs and business objectives. This position collaborates with Sales, Presales, Professional Services, Support, Marketing, and Sales Operations to ensure the AI-First CX solution is well-defined, commercially viable, and effectively positioned for growth. Responsibilities Product Management Responsibilities (Solution Definition & Standardization) Define and maintain the AI-First CX solution framework, ensuring alignment with customer needs, vendor capabilities, and industry trends. Develop and maintain standardized, repeatable use cases and professional services packages to enhance scalability and differentiation. Work with AI and CX technology partners to integrate their solutions while ensuring our value-added services (PS, support, advisory, skilling, adoption, cybersecurity, customer success) are included as standard components. Own the solution roadmap, defining future enhancements and expansions in line with market opportunities. Establish qualification criteria for sales and presales teams to ensure effective customer targeting and opportunity prioritization. Offer Management Responsibilities (Commercialization & Packaging) Define the commercial model, including pricing, bundling, and monetization strategies, ensuring AI-First CX solutions are profitable and easy to sell. Develop clear service level agreements (SLAs) and offer structure to prevent ad-hoc customization and ensure standardized delivery. Ensure that AI-First CX solutions drive cross-sell and upsell opportunities across our broader service portfolio (advisory, cybersecurity, skilling, customer success, etc.). Work with Finance and Sales Operations to define profitability models, margin structures, discounting frameworks, and deal approval processes. Contribute to the Quote-to-Cash (Q2C) process, collaborating with the COO (or Sales Operations Team) to streamline quoting, approvals, contracting, and order fulfillment. Sales Enablement & GTM Execution Collaborate with solution/product marketing so they develop structured playbooks, sales kits, and internal training materials to ensure sales teams understand how to position, price, and sell AI-First CX solutions. Collaborate with Solution Architects and Presales teams to enable them to validate and articulate AI-First CX solutions effectively. Work with Marketing to ensure AI-First CX messaging aligns with the company s positioning, value proposition, and customer engagement strategy. Support major sales opportunities by providing product/offer expertise and strategic guidance. Ensure all materials, including internal sales collateral and tools, are available on the company s internal sales portal for easy access and utilization. Performance Measurement & Continuous Improvement Define and monitor KPIs related to AI-First CX adoption, revenue growth, and customer satisfaction. Continuously refine AI-First CX solutions based on sales performance, customer feedback, and competitive analysis. Stay updated on emerging AI-driven CX technologies and industry trends to keep our solutions innovative and competitive. Qualifications 5+ years of experience in product management, offer management within AI, CX, or cloud-based solutions. Experience in reselling third-party AI and CX software solutions while integrating professional and advisory services. Strong understanding of AI-driven customer experience solutions, including chatbots, virtual assistants, automation, and conversational AI. Proven ability to define pricing strategies, commercial models, and go-to-market execution plans. Experience in developing standardized, re-sellable use cases and professional services packages. Strong analytical and business acumen with experience in defining monetization models and profitability structures. Excellent cross-functional collaboration skills, with the ability to work with sales, presales, marketing, and delivery teams. Strong communication and presentation skills, with the ability to translate complex solutions into clear business value.