Location Designation: Hybrid - 3 days per week 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

The Digital Service team is at the forefront of New York Life's digital transformation, creating and delivering innovative and client-centric digital solutions across the business and with key functional partners. We are looking for a Senior Product Owner to join our team and provide product leadership over Retrieval Augmented Generation (RAG) and other conversational chatbots that will enhance the service experience for our agents, clients, and customer service representatives.

The Senior Product Owner will be responsible for refining and executing the roadmap for our RAG and chatbot capabilities, developing KPIs to measure success, and collaborating with various stakeholders throughout the organization to ensure alignment and integration. The successful candidate will leverage their expertise with natural language understanding, retrieval and search technologies and methodologies, conversational design, and data curation and stewardship to create engaging knowledge and transactional chat experiences that drive operational efficiency and delight our various constituencies.

The Senior Product Owner role offers exposure to all business units within the Service Org and requires flexible and creative thinking, as the tasks are highly variable and change often based on emerging business needs and industry trends. We are looking for outstanding individuals with excellent leadership, analytical, and communication skills, creative problem-solving abilities, project management discipline, and a passion for process improvement.

Major Responsibilities:

• Lead and drive forward the digital strategy and roadmap for the RAG and chatbot products, identifying and implementing new and enhanced functionality that will improve the efficiency, satisfaction, and engagement of our users
• Formulate and refine existing strategies specific to RAG and chatbot capabilities, ensuring that they are aligned with the Service OKRs (Objectives and Key Results) and any complementary efforts in other digital channels, and that they leverage appropriate technologies and best practices in natural language processing, machine learning, and knowledge retrieval
• Independently lead and influence the end-to-end product development life cycle, including the business case, user research, design, development, testing, and deployment of new capabilities
• Ability to make timely, critical decisions and judgement calls for complex strategic projects that will impact the success of the overall Customer and Field Service Experience Program
• Ability to demonstrate leadership behaviors within a high performing, cross-functional team focused on the successful delivery of digital capabilities
• Understand competitive and industry positions and develop business cases for prioritization of new/enhanced capabilities
• Create comprehensive and concise user stories as needed to support the future digital capabilities and own oversight of all requirements and their implementation
• Develop metrics to assist management with assessing the performance of digital capabilities that support the business' strategic initiatives
• Define and gather KPIs to measure and monitor progress of digital capabilities and effectiveness on a daily, weekly, and monthly basis to inform real-time course corrections and longer-term enhancements
• Oversight of accurate and auditable product documentation
• As needed, provide oversight of day-to-day Digital needs and lead issue investigation and resolution

Qualifications:

• Bachelor’s Degree and a minimum of 5-7 years of related experience
• Experience developing/managing digital capabilities required
• Solid understanding of NLU/NLP concepts and their application in generative AI and traditional chatbot contexts
• Experience working with retrieval augmented generation and chatbot platforms and related ecosystems (Salesforce Einstein, Amazon Lex, OpenAI, Anthropic, Pinecone, etc.)
• Understanding of the SDLC, web-services integration, and business analysis practices
• Experience managing a product/feature roadmap with multiple stakeholders
• Agile methodology experience required (SAFe experience preferred)
• Practice of Continuous Integration and Continuous Delivery
• Experience integrating chatbot experiences with human-in-the-loop and live chat experiences (prior experience with Salesforce Einstein a plus)

Who you are:

• Embodies an agile mindset and embraces the idea that failure is necessary for learning and experimentation is critical to understanding
• An innovative thinker with a true passion for and knowledge of disruptive technology
• Approaches problem solving with sound judgment to understand the root cause of the issue and its impacts
• Able to critically evaluate data for errors/inconsistencies and provides solution recommendations
• Excels at problem solving tools such 5-why analysis, fishbone diagram, and pareto charts; as well as being able to explain the results and take the appropriate actions
• Excellent written and oral communication skills with strong relationship and interpersonal skills

Salary range: $115,000-$165,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

Job Requisition ID: 90176