Product Manager Conversational AI

Overview of the role

We are looking for a highly hands-on product owner – conversational AI (builder) to personally build, launch, and continuously improve Al-Futtaim Automotive’s AI-driven customer experience as part of the group-wide 800-AF programme.

This is a builder-first role, not a traditional product or operations position. You will actively design, prototype, and ship conversational and voice AI solutions across chat, voice, and digital channels, working directly with LLMs and AI tools.

You will play a critical role in creating a seamless, intelligent, and consistent customer experience across automotive brands, using real interaction data to iterate quickly and drive measurable business outcomes.

What you will do

• Personally build, prototype, and ship conversational and voice AI experiences using LLMs and AI tools
• Work hands-on across the full build loop: prototype, test with live interactions, measure, iterate
• Design and optimize customer journeys, call flows, escalation logic, human handover, and multi-agent orchestration
• Use real customer interaction data to improve resolution, conversion, customer experience quality, and service consistency
• Drive end-to-end product delivery and launch, collaborating across customer experience, digital, technology, data, operations, and external partners
• Define and manage key product metrics including resolution rate, conversion, customer experience outcomes, and cost-per-resolution (including token/inference cost)
• Scale reusable conversational patterns across automotive brands, ensuring consistency across touchpoints
• Establish lightweight governance and operating routines to support continuous iteration and improvement without slowing delivery

Required skills to be successful

Must-have

• Proven experience personally building and shipping conversational AI, voice AI, or AI-enabled products
• Strong product ownership with the ability to go hands-on from concept to prototype, launch, and optimization
• Practical experience working with LLMs, APIs, agent-based architecture, and AI development tools (e.g. Cursor, Windsurf, Claude Code)
• Ability to design end-to-end conversational journeys, flows, and escalation strategies
• Strong analytical mindset with experience improving product, customer experience, conversion, and unit economics metrics
• Ability to collaborate across business, technical, and operational stakeholders

Preferred

• Experience in automotive or customer operations environments
• Background in AI platform companies or in-house AI product development
• Familiarity with jobs-to-be-done, hypothesis-driven development, and conversion optimization

About the team

You will be part of Al-Futtaim Automotive’s Customer Experience & Digital Ecosystem team, working closely with customer experience, digital, technology, data, and operations teams, as well as the wider 800-AF programme. The team focuses on building and scaling real-world AI-powered customer experiences, creating consistent, intelligent interactions across voice, chat, and digital channels on a scale.

What equips you for the role

• A university degree in product management, computer science, engineering, data/analytics, business, digital, or a related field
• 8–10 years of relevant experience in product, AI product development, or conversational/voice AI roles
• Demonstrable portfolio of conversational AI or voice AI solutions personally built and improved using live user data
• Builder-level fluency with LLMs, agent architectures, and AI-enabled service design
• Strong grounding in product thinking, metrics design, and customer journey optimization
• A clear builder mindset, bias for action, and comfort operating in a fast-paced, ambiguous transformation environment

About Al-Futtaim Automotive

A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.

Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.

We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.

We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.

What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.