Lead Product Manager for AI and Customer Experience

About Lumen Lumen connects the world by driving business growth through fast, secure, and effortless connections among people, data, and applications. Our culture emphasizes teamwork, trust, and transparency, fostering an environment where every employee can thrive and make a lasting impact. Join us as we work together to define the digital landscape. The Role We are seeking a talented Lead Product Manager focused on AI and Customer Experience to spearhead our innovative initiative to integrate advanced AI capabilities, with a focus on Agentic AI, into the Lumen Customer Portal and our broader digital experiences. In this crucial role, you will drive the transition of our customer service model from interaction-first to resolution-first, effectively utilizing AI to tackle complex B2B customer issues efficiently. You will oversee the Generative AI and Agentic Roadmap and promote its seamless integration across our platforms, including enterprise and developer portals. Collaboration with cross-functional teams is essential to align customer experience with development objectives and to champion safe, high-quality autonomous solutions. Main Responsibilities Shaping AI Vision: Work collaboratively across teams to define the vision for Lumen's Generative AI strategy, leveraging Large Language Models (LLMs) and autonomous systems to enhance B2B issue resolution. Aligning Goals: Translate intricate B2B customer journeys and business requirements into clear technical specifications for AI and automation solutions. Customer Engagement: Regularly engage with customers to collect valuable insights on AI performance and usability, using this feedback to drive continual improvements in AI capabilities. API Advocacy: Champion an API-first approach to ensure robust and well-structured tooling for AI applications while emphasizing performance standards. Governance Implementation: Manage the execution of the Generative AI roadmap, establishing clear integration requirements, safety protocols, and risk mitigation strategies related to AI usage. Performance Oversight: Develop strong AI Governance and MLOps practices to monitor performance metrics, ensuring solutions are effective and comply with standards. Continuous Enhancement: Identify opportunities for improving roadmap execution and integrate key learnings back into organizational processes. What We Look For in a Candidate Bachelor's degree or equivalent in a technical field (e.g., Computer Science), and a master's degree is a plus. 8+ years of experience in Technical Product Management or Software Engineering, with at least 3 years focused on launching Generative AI solutions. Expert knowledge of Generative AI architectures, LLMs, and the design of tools for autonomous agents. Deep understanding of API design principles, microservices architecture, and cloud platforms. Experience with digital platforms and enterprise customer portals, along with a solid grasp of user experience design and agile methodologies. Proven ability to analyze complex technical issues and create scalable solutions that enhance both customer and developer experiences. Excellent communication skills for effective collaboration with diverse teams and stakeholders. Capability to manage multiple projects efficiently while meeting tight deadlines. Compensation Details about base salary and potential bonuses are available as part of the recruitment process. Compensation ranges vary by location and depend on individual skills and experience. What to Expect Next We will provide information on the next steps in the recruitment process, including background checks. Lumen is committed to equal employment opportunities and does not tolerate discrimination.

Created: 2026-03-04