Product Manager, Conversational AI & Digital Messaging

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Team Overview

This team advances customer-facing digital messaging experiences through conversational AI, chatbots, AI Agents, and related self-service capabilities. The team works across business, operations, technology, and external partners to deliver scalable experiences that improve consumer outcomes and create operational efficiencies across channels. It connects product direction with cross-functional delivery, ensuring digital capabilities move from concept to measurable business outcomes. This role reports to the Sr Director, Consumer Capability.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

Role Overview And Core Responsibilities

• Define and maintain the product vision, strategy, roadmap, priorities, and success measures for digital messaging, chatbot, and AI Agent capabilities.
• Align product priorities with business objectives, customer needs, operational goals, enterprise technology strategy, architecture, and risk requirements.
• Identify opportunities to simplify processes and improve customer and associate experiences through automation, self-service, artificial intelligence (AI), and digital capabilities.
• Partner with operations, engineering, user experience (UX), analytics, architecture, and technology teams to translate business and customer needs into requirements, user stories, acceptance criteria, and implementable solutions.
• Lead complex cross-functional implementations from concept through launch, including integrated delivery plans, milestones, release readiness, testing, implementation, and post-launch stabilization.
• Coordinate dependencies across business, operations, technology, vendors, risk, and other stakeholders; proactively manage risks, issues, scope decisions, constraints, and escalations.
• Establish product operating practices for intake, prioritization, decision rights, status visibility, stakeholder alignment, standards, policies, and controls.
• Ensure conversational experiences provide intuitive customer journeys, appropriate escalation paths, operational readiness, and measurable customer and business outcomes.
• Define and monitor key performance indicators (KPIs), adoption metrics, customer feedback, operational data, and business outcomes to drive continuous improvement and value realization.

Required Knowledge And Experiences

• Bachelor's degree or equivalent experience that supports product leadership across business, operations, technology, or a related discipline.
• Experience in product management, business transformation, operations, technology, or a related field, with demonstrated ability to define strategy, manage priorities, and deliver results through cross-functional teams.
• Experience partnering with business and technology teams to deliver enterprise solutions and lead digital transformation, workflow automation, self-service, AI, or process optimization initiatives.
• Knowledge of digital messaging, conversational AI, chatbots, AI Agents, contact center technologies, and customer-facing digital experiences, applied to product direction and solution delivery.
• Strong analytical, problem-solving, communication, and stakeholder management skills for leading decisions and outcomes in a highly matrixed environment.

Required Technical Skills

• Ability to define product requirements, user stories, acceptance criteria, roadmaps, release plans, and measurable outcomes.
• Working knowledge of digital messaging platforms, conversational AI, chatbots, AI Agents, digital self-service, and contact center technology.
• Experience with Agile delivery methodologies and product management frameworks.
• Ability to use analytics, operational data, customer feedback, and performance insights to guide product decisions and measure value.

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in:

• Delivering conversational experiences with clear escalation paths and operational readiness requirements.
• Coordinating external partners, platform support teams, vendors, or system integrators.
• Developing business cases or investment recommendations based on expected value and outcomes.
• Providing concise executive-level reporting on delivery health, milestones, risks, dependencies, and decisions.

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion Job Title

Advisor, Consumer Capability