VP of Product Management, Conversational AI and Digital Servicing

As VP of Product Management, Conversational AI & Digital Servicing, you will define the future of how millions of customers engage with Empower when they need help, guidance, or service. 

Your most important mandate will be defining and bringing to life Empower’s conversational AI strategy – creating experiences that allow customers to engage with an intelligent digital advisor, seamlessly transition to a human advisor when needed, and resolve everyday needs simply and intuitively. The opportunity is not to digitize traditional servicing, but to fundamentally rethink how digital intelligence and human expertise come together. 

You will own the strategy from vision through execution. Near-term, that means identifying high-impact opportunities across conversational experiences, live chat, FAQs, and digital containment. Over time, the portfolio will expand across the foundational capabilities customers use to manage their relationship with Empower. 

This is a highly visible leadership role for someone who combines rigorous strategic thinking with exceptional product judgment and strong technology fluency. You will work across Product, Technology, Design, Data, Innovation, Sales, Marketing, Operations, Legal, and Compliance to turn an ambitious vision into experiences operating at significant scale. 

You will report to Empower's Head of Digital and build an ambitious product team to bring our vision and strategy to life. 

What you will do  

• Define Empower’s conversational AI strategy and product vision, identifying where AI can fundamentally improve how customers receive guidance, collaborate with Empower, and resolve service needs.

• Create a seamless digital-to-human experience, enabling customers to move naturally between AI-powered experiences, digital servicing, and their human advisor without losing context or continuity. 

• Reimagine digital servicing from first principles, using AI, automation, and exceptional product design to improve customer outcomes while materially increasing digital containment and operational efficiency. 

• Turn strategy into a focused roadmap, balancing immediate opportunities such as live chat, methods to address top customer questions, and servicing journeys with the longer-term capabilities required to transform the customer experience. 

• Build sophisticated AI-powered experiences at scale, partnering deeply with technology, data, design, and risk teams on conversational experiences, personalization, orchestration, evaluation, safeguards, and human escalation. 

• Own and evolve foundational digital servicing capabilities that customers rely on to manage their relationship with Empower. 

• Bring structure to highly ambiguous problems, combining customer insight, data, emerging technology, and competitive intelligence to determine where Empower should place its biggest bets. 

• Lead through influence across a complex organization, aligning senior executives and cross-functional partners, challenging existing assumptions, removing barriers, and creating momentum around a shared strategy. 

• Build a high-performing product organization, attracting exceptional talent and establishing a culture of strong product judgment, ownership, speed, and measurable outcomes. 

What you will bring 

• 15+ years of experience with significant leadership responsibility for consumer digital products, including a track record of defining strategy and bringing complex products from concept to scale. 

• Demonstrated experience defining and launching AI-powered products or platforms, not simply using off-the-shelf generative AI tools, with strong fluency in modern conversational AI and LLM-based product experiences – include links to examples. 

• Exceptional strategic problem-solving skills and the ability to turn ambiguous, complex opportunities into clear choices, priorities, and executable plans. 

• Strong product and technology judgment and the ability to engage deeply with engineering, data, design, and architecture leaders. 

• A track record of influencing senior executives and leading complex, cross-functional initiatives in large organizations. 

• Exceptional communication and storytelling skills, with the ability to make sophisticated ideas simple and build conviction around a vision. 

• A high bar for consumer experience and a track record of challenging conventional approaches to create meaningfully better products. 

What will set you apart

• A career that combines rigorous strategy experience, such as top-tier strategy consulting firm, with hands-on product leadership. 

• Experience building exceptional consumer products within a leading technology or digitally native company. 

• Direct experience launching conversational AI, generative AI, digital assistant, or AI-enabled servicing experiences at meaningful scale. 

• Experience succeeding in both fast-moving product environments and large, complex organizations, with the judgment to know when to challenge the system and when to navigate it. 

• Change champion with proof points. 

• Experience in fintech, wealth management, financial services, or another highly regulated consumer industry.