Digital Product Owner, Virtual Assistant VP

$110,000 - $185,000/Yr

Morgan Stanley - New York, NY

Full-time - Mid Level

New York, NY

5,001-10,000 employees

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Digital Product Owner, Virtual Assistant VP at Morgan Stanley is a leadership role focused on defining and implementing the strategy for Digital Client Support. This position is critical for driving digital transformation and enhancing client experiences through the integration of data and technology, including AI applications. The role requires collaboration with various stakeholders to ensure successful product management and delivery of virtual assistant solutions.

Responsibilities

• Define the roadmap for Virtual Assistant (VA) strategy implementation in collaboration with key stakeholders.
• Lead the product development life cycle, including problem definition and solution discovery.
• Utilize a data-driven approach to inform decisions based on usage, client feedback, and competitive intelligence.
• Manage strategic prioritization with a metrics-driven framework for balancing value and resource investment.
• Communicate effectively with cross-functional stakeholders, including C-level executives, to manage expectations.
• Lead working groups with a clear agenda and focus on outcomes.
• Coach and manage a high-performing team of associates.
• Identify potential risks impacting roadmap delivery and develop mitigation strategies.
• Track and report on Key Performance Indicators (KPIs) for continuous optimization of client service and support.
• Orchestrate business reviews and update forums for VA progress and delivery.

Requirements

• 8+ years of experience with digital platforms and solutions.
• Experience with AI and machine learning technologies, including natural language processing (NLP) and machine learning algorithms used in chatbots.
• Preferred experience with Kore.ai or related Conversational AI platforms, OpenAI technology, and LangChain frameworks.
• Knowledge of data analysis to improve chatbot performance.
• Expertise in chatbot technologies and user experience design for conversational interfaces.
• Familiarity with customer service processes and how chatbots can enhance customer support.
• Exceptional communication and relationship-building skills, with the ability to interact at multiple organizational levels.
• Strong presentation and PowerPoint skills.

Nice-to-haves

• Experience with Knowledge Graphs and LLM concepts.

Benefits

• Competitive salary range of $110,000 - $185,000 per year.
• Commission earnings and incentive compensation.
• Discretionary bonuses and other short and long-term incentive packages.
• Morgan Stanley sponsored benefit programs.