Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
EverAI Labs, a group company of Everise Inc., is an upcoming startup in the customer service industry, dedicated to enhancing operational efficiency and workforce development through innovative automation solutions. We are developing a comprehensive set of platforms that focuses on using the latest technology to enable our clients deliver better and faster customer experience.
We are seeking a highly experienced and visionary Product Manager to lead the design and development of our Training Simulation and Coaching Platform. The Product Manager will own the end-to-end product development lifecycle — from concept to launch — combining AI-driven simulation, real-time coaching, and advanced analytics to accelerate agent proficiency and improve customer experience outcomes. This platform will allow agents to practice real-world customer interactions, receive AI-generated feedback, and continuously improve through simulation-based learning.
Key Responsibilities:
Vision & Strategy
- Define and own the product vision, strategy, and roadmap for the Training Simulation and Coaching Platform
Product Design - build the platform from scratch incorporating the following:
- AI-Driven Simulation & Coaching: Develop speech-based simulations that replicate real-world customer interactions with automated real-time coaching and adaptive learning.
- Scenario-Based Role-Play: Enable dynamic and configurable training scenarios to address diverse customer situations.
- Performance Scoring & Analytics: Create performance dashboards and reporting tools for trainers and supervisors.
- Gamification: Introduce gamification to enhance agent engagement and skill retention.
Integration & Architecture
- Ensure seamless integration with LMS, CRM, HRMS, and enterprise applications.
- Define scalable architecture, APIs, cloud deployment models, and security frameworks.
- Build robust failure handling to ensure uninterrupted training sessions.
UX/UI Design
- Lead UX/UI design to deliver intuitive interfaces that replicate real-life customer service environments and optimize trainer and agent workflows.
Delivery & Execution
- Manage product roadmap, agile backlog, and timely delivery of development milestones, coordinating with in-house and external development teams.
Stakeholder Collaboration
- Drive alignment across cross-functional teams including Engineering, Sales, Customer Success, Operations, and AI partners.
Market Intelligence
- Monitor industry trends, customer needs, and competitor offerings to continuously evolve product differentiation.
User Feedback: Gather and analyze user feedback to continuously improve the product, ensuring it meets the evolving needs of the business.
Qualifications:
- Experience: Minimum of 10 years of experience in product management, with a strong track record of leading the product development lifecycle in training and coaching
- Technical Skills: Proficiency in product management tools, AI and voice technology, UX/UI design principles, and an understanding of API integrations.
- Analytical Skills: Strong analytical skills with the ability to interpret data and develop actionable insights.
- Leadership: Excellent leadership and team management skills, with the ability to inspire and motivate cross-functional teams.
- Communication: Exceptional communication and interpersonal skills, with the ability to articulate complex ideas clearly and effectively.
- Problem-Solving: Strong problem-solving skills and the ability to think strategically and creatively.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
