Product Manager - Conversational AI | Al- Futtaim Automotive

Job Requisition ID: 179327 Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day 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. 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, CX quality, and service consistency • Drive end-to-end product delivery and launch, collaborating across CX, Digital, Technology, Data, Operations, and external partners • Define and manage key product metrics including resolution rate, conversion, CX 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, CX, 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 CX, 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

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, CX, 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.

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, CX quality, and service consistency; Drive end-to-end product delivery and launch, collaborating across CX, Digital, Technology, Data, Operations, and external partners; Define and manage key product metrics including resolution rate, conversion, CX 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.