PROXY PRODUCT OWNER – Omnichannel & Agentic (F/M) CM

As Proxy Product Owner for GenAI-powered Assistant, you will play a pivotal role in revolutionizing our customer support operations. Your mission is to design, implement, and optimize an AI-driven assistant bringing efficiency to our support agents and significantly improving the overall customer experience. You will ensure to integrate those advanced AI solutions seamlessly into our existing user journeys and systems.

Key Responsibilities

• Develop and deploy a GenAI-powered assistant to handle customer support queries with a focus on voice channel.

• Automate routine and low-value tasks to free up agents for more complex interactions.

• Secure smooth human in the loop flow and escalation to human when required.

• Continuously monitor and refine the AI assistant for top performance and user satisfaction.

• Work with cross-functional teams to integrate AI solutions into the CRM platform.

• Bound with marketing teams for targeting, voice of customer for satisfaction and data governance and stewardship for data quality.

• Provide training and support to ensure adoption of the AI assistant by the support team.

• Analyze data and feedback to identify areas for improvement and implement changes.

Network interactions

• The Proxy Product Owner is part of a global community involved in Digital & Business transformation.

• Interacts daily with other Product Owners and tech leads & architects in the CRM ecosystem and particularly around agentic and omnichannel product strategy and integration.

• Strong links with customer care transformation team as well as key customer care actors in the network, managers and officers.

Duration: 12 months minimum. CMA CGM Marseille (on site at least 2 days / week). Full time job.

• Fluent English in multicultural environment a must.

• Project Management: Strong project management skills to ensure timely and successful implementation of the AI assistant, a lot of coordination required across different actors to secure success.

• Product Ownership: Capacity to create value roadmap based on business requirements and pain points, organize backlog and coordinate with technical teams for agile delivery.

• Proactive Problem-Solving: Creative and analytical problem-solving abilities to tackle challenges and optimize AI functionalities.

• Artificial Intelligence & Natural Language Processing: Strong knowledge of AI/ML technologies and their application in customer support.

• Automation: Proven track record of automating business processes, particularly in customer support.

• Communication: Excellent communication skills to collaborate with various stakeholders and secure that the right information is shared with all required actors.

• Part of a global community involved in Digital & Business transformation.

• Daily interactions with other Product Owners, tech leads and architects in the CRM ecosystem.

• Strong links with customer care transformation teams and key customer care actors.

• Mission onsite at CMA CGM Marseille with hybrid rhythm (on site at least 2 days/week).