Head of Product Management - AI Platform

As Head of Product Management, AI Platform, you are the senior product leader for BGO's agentic AI capabilities across Collections and Customer Service. You own the product vision, the roadmap, and the build-vs-buy framework. You will lead a team of Product Managers, including Operations leaders who are stepping into a PM posture for the first time, and ensure they have the craft, frameworks, and coaching to ship great agent workflows. You partner with the Head of Engineering, the Principal AI Engineer, business line leaders, and client teams to translate operational reality into product strategy and live, measurable agent products.

The candidate will have responsibilities across the following functions:

Product Strategy and Vision:

• Define and own the product strategy for BGO's AI Agent Platform across Collections and Customer Service, including build-vs-buy posture for each capability.
• Set a 12-24 month roadmap that balances internal platform investment with rapid wins delivered via third-party AI vendors.
• Translate BGO's AI-first strategy into a portfolio of agent products with clear business cases, KPIs, and target outcomes (revenue lift, cost-to-collect, AHT, FCR, compliance defect rate, CSAT).
• Stay close to the frontier, evaluate models, agentic frameworks, and emerging vendors; recommend where BGO should adopt, partner, or build.

Team Building and People Leadership:

• Hire, mentor, and develop a high-performing Product Management team, including AI Platform PMs and Operations-embedded PMs.
• Establish PM craft standards at BGO: discovery, PRDs / agent briefs, prioritisation, experimentation, and release management for AI products.
• Coach Operations leaders who are acting as PMs for their domains; build a clear path from operator to product owner to PM.
• Set clear goals, run performance reviews, and create development plans across the team.

Discovery and Customer Insight:

• Spend time on the floor: shadow collectors, customer service agents, QA, and compliance teams; listen to calls and review transcripts to ground product decisions in evidence.
• Build structured discovery practices: call sampling, agent interviews, debtor / end-customer journey mapping, win/loss analysis on prior automation efforts.
• Partner with enterprise client stakeholders to co-shape agent products where contractually appropriate and to translate client feedback into roadmap decisions.

Execution and Delivery:

• Run the operating cadence for the AI Platform: roadmap reviews, sprint or weekly delivery rituals, release approvals, and post-launch reviews.
• Own prioritisation across competing demands from business lines, clients, and internal stakeholders; make explicit trade-offs and communicate them clearly.
• Define and own the evaluation strategy with Engineering: how we measure agent quality offline (evals, red-teaming) and online (production KPIs, A/B tests, QA sampling).
• Ensure compliance, legal, QA, and InfoSec are engaged early and continuously, not at the end.

Cross-Functional Leadership

• Partner with the Head of Engineering and Principal AI Engineer on platform architecture trade-offs and capacity planning.
• Partner with Operations leadership to embed PMs in business lines, align on KPIs, and drive adoption on the floor.
• Manage relationships with strategic AI vendors; lead evaluations, pilots, and commercial conversations alongside Procurement and Legal.
• Represent the AI Platform to the executive team, the Board where relevant, and to enterprise clients.

Requirements:

• Bachelor's degree (Master's or MBA a plus) in a relevant field.
• 10+ years of product management experience, with at least 4 years leading PM teams.
• Demonstrated experience shipping AI- or ML-powered products in production, ideally agentic AI, conversational AI, voice AI, or workflow automation.
• Experience operating in B2B, B2B2C, or enterprise SaaS environments with complex stakeholder landscapes.
• Strong commercial instincts: comfortable building business cases, negotiating with vendors, and engaging directly with enterprise clients.
• Track record of building product teams from scratch or scaling them through a step-change in ambition.

Preferred Qualifications:

• Experience in BPO, contact centre, collections, financial services, or customer service technology.
• Hands-on familiarity with modern agentic AI tooling and frameworks (LLM platforms, agent orchestration, evals, RAG, voice AI stacks).
• Experience leading build-vs-buy decisions and integrating third-party AI vendors (e. g., SynthFlow.ai, Skit.ai, conversational AI providers) into a broader internal platform.
• Background bringing non-PM operators (operations leaders, ex-consultants, domain experts) into a PM craft.
• Experience working internationally across multiple geographies and regulatory regimes (FDCPA, TCPA, CFPB, GDPR, PCI, etc. ).

Leadership Competencies:

• Strategic Thinking: translates BGO's AI-first ambition into a coherent product strategy and a sequenced, achievable roadmap.
• Customer Obsession: grounds every decision in evidence from agents, clients, and end customers, not in opinion.
• Technical Fluency: can hold a credible conversation with senior AI engineers on model behaviour, agent design, evals, and trade-offs.
• Operational Empathy: understands the realities of a contact centre floor and designs products that work for the people who use them.
• People Leadership: attracts, develops, and retains strong PMs; builds a craft culture where high standards and kindness coexist.
• Bias for Action: ships, measures, and iterates; prefers a working v1 in weeks over a perfect plan in quarters.
• Ownership: takes full accountability for outcomes; demonstrates high judgment in ambiguous situations.
• Communication: crisp written and verbal communication; can move comfortably from a floor walkthrough to a board update.