Role: US - AI Product Manager, Customer Experience

Location: Newark, NJ (100 Mulberry Street)

Reports to: Associate Director, Customer Experience Automation

Come see whats cookin at HelloFresh!

At HelloFresh, we want to revolutionize the way we eat by making it more convenient & exciting to cook meals from scratch. We have offices all over the world & we deliver delicious meals to millions of people.  

We are the industry leader in meal-kit subscription services & were growing all the time. We have distinct meal-kit services that cater to everyone with the most menu variety in the market, which allows us to reach an incredibly wide population of people. 

Artificial Intelligence Manager, Customer Care Job Description:

The Artificial Intelligence (AI) Manager, supports Customer Care (CC) by designing artificial intelligence products in pursuit of improving the user journey. You will be responsible for developing, testing, & deploying bot/AI solutions across various channels & platforms to drive automation, increase self service, & enhance the Customer Experience. The Role requires the ability to travel up to 20% within the US & internationally as needed.

You will

• Oversee architecture, conversational design, deployment, & operations of the AI projects & applications in an Agile manner to increase automation & support call center measurements (AHT, CSAT, NPS, & I2B)
• Collaborate with teams & other developers to design, develop, test, deploy, & maintain both voice & chatbot virtual assistants
• Be the primary technical resource for documenting & building integrations & scripts within bot solutions by generating flows, linguistic conditions, machine learning conditions, & language objects to meet requirements.
• Provide technical support for existing Data Science & AI solutions (Databricks, Tecton, in-house MLOps platform)
• Work with state-of-the-art technologies like Kafka, RabbitMQ, Spark, Kubernetes, Istio, & more
• Identify, analyze, & interpret the pattern, trends, & conversational flow in complex data sets
• Act as an expert on the various AI capabilities & actively participate in future product development opportunities
• Continuously monitor bots performance, troubleshoot, debug, deploy fixes, report on the progress, & define strategies for enhancements
• Conduct root cause analysis & present insights in a fashion that simplifies the logic of the analysis to HelloFresh partners
• Prepare & deploy quality assurance releases including regression tests & release notes
• Assume & perform other responsibilities not specifically outlined herein, but which are logically inherent to the position.

You are

• Interested in how Data Science & AI can be leveraged to improve customer experience
• Communicative & send clear messages verbally & in written form of complex (often technical) information to different types of audiences
• A friend to data & analytics. Conduct data analysis/synthesis, process mapping, gap analyses, & solution development
• Agile - works in an ambiguous setting; demonstrate a data-driven focus in all work.
• A demonstrator of technical skills & proficiency through presentation & analytical tools necessary for creating visually & verbally engaging content/reports
• A numbers person - you excel in quantitative environments, help bring structure the ambiguous
• Achievement-motivated- You love transforming data into meaningful outcomes
• Comfortable presenting insights to different levels of HelloFresh leadership
• A "Foodie"- fanatical about food!

You have...

• Masters degree a STEM discipline preferred, Bachelors required.
• 4+ years of relevant experience required
• Fluency in Jira, Github, Java, Microsoft Suite, SQL,Python required
• Sound knowledge of AI/chatbot development landscape, tools, & other frameworks
• Working knowledge of frontend technologies HTML, CSS, JavaScript, JSON, & REST APIs
• Proven experience in conversational AI as well as NLP required
• Relevant DevOps experience is required
• Proficient with Cloud platforms, especially AWS
• Experience with groovy programming language is a plus
• Familiarity with e-commerce & subscription-based businesses is a plus
• Experience in a call center environment or with CRM systems is a plus!
• This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
• Prolonged periods working at a desk & on a computer  
• Reading information on a computer screen & inputting data into a computer system

Youll get

• Competitive Salary & 401K company match that vests immediately upon participation
• Generous parental leave of 16 weeks & PTO policy
• $0 monthly premium & other flexible health plans effective first day of employment
• 75% discount on your subscription to HelloFresh (as well as other product initiatives)   
• Snacks, coffee & catered meals
• Company sponsored outings & Employee Resource Groups
• Collaborative, dynamic work environment within a fast-paced, mission-driven company

It is the policy of HelloFresh not to discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, because they are a protected veteran, or any other protected classification under federal, state, or local law.