Role: US - AI Product Manager, Customer Experience

Location: Newark, NJ (100 Mulberry Street)

Reports to: Associate Director, Customer Experience Automation

Come see what’s cookin’ at HelloFresh!

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

We are the industry leader in meal-kit subscription services and we’re 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, and deploying bot/AI solutions across various channels and platforms to drive automation, increase self service, and enhance the Customer Experience. The Role requires the ability to travel up to 20% within the US and internationally as needed.

You will…

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

You are…

• Interested in how Data Science and AI can be leveraged to improve customer experience
• Communicative and send clear messages verbally and in written form of complex (often technical) information to different types of audiences
• A friend to data and analytics. Conduct data analysis/synthesis, process mapping, gap analyses, and solution development
• Agile - works in an ambiguous setting; demonstrate a data-driven focus in all work.
• A demonstrator of technical skills and proficiency through presentation and analytical tools necessary for creating visually and 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...

• Master’s 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, and other frameworks
• Working knowledge of frontend technologies – HTML, CSS, JavaScript, JSON, and 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 and 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 and on a computer  
• Reading information on a computer screen and inputting data into a computer system

You’ll get…

• Competitive Salary & 401K company match that vests immediately upon participation
• Generous parental leave of 16 weeks & PTO policy
• $0 monthly premium and 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.