Job Overview:
Welcome to DAZN, the world’s leading live OTT sports service. Disrupting an industry isn’t easy! DAZN is playing more hours of live sport than any other company anywhere in the world! As we bring new ideas to market and evolve our product, it’s essential that we execute to a high standard in Customer Services and evolve our model in service to looking after our fans.
Are you passionate about shaping the future of AI-driven communication?
🚀 We’re seeking a visionary Product Manager to lead our Conversational AI initiatives, designing intelligent, scalable, and customer-centric solutions that deliver seamless communication and first-time resolution. As a Product Manager - Conversational AI, you will spearhead the end-to-end development of cutting-edge conversational systems powered by AI. This role demands a blend of deep technical expertise, strategic product vision, and practical experience in AI and machine learning technologies. Collaborating with cross-functional teams, you’ll drive the creation of scalable, high-performing AI solutions that transform customer interactions and optimize operational efficiency.
Key Responsibilities:
- Define and execute a strategic roadmap for conversational AI platforms, ensuring alignment with organizational objectives and customer needs.
- Lead end-to-end product lifecycle management, including concept development, production deployment, and iterative improvement.
- Establish and track clear, measurable KPIs to evaluate the performance and success of conversational AI systems.
- Conduct thorough market research to identify emerging trends, technologies, and best practices in conversational AI, NLP, and generative AI.
- Document detailed technical requirements, including architecture, data pipelines, and API designs for conversational models.
- Collaborate with UX/UI teams to create intuitive, engaging, and accessible conversational interfaces.
- Translate customer pain points and business challenges into technically feasible, impactful product solutions.
- Leverage expertise in NLP models (e.g., Transformer-based architectures, GPT, BERT) to guide their application for targeted use cases.
- Drive the development and optimization of core AI components, including natural language understanding (NLU) models, dialog management systems, and generative AI models.
- Define metrics and frameworks to evaluate model accuracy and conversational success rates, partnering with analytics teams for real-time performance insights.
- Architect scalable solutions to manage high-volume conversational interactions across diverse channels.
- Ensure compliance with data privacy regulations (e.g., GDPR) when processing sensitive user data.
You’ll be set up for success if you have:
- Extensive Experience working with large language models (LLMs) and fine-tuning them for specific domain requirements.
- Expertise in conversational design principles and tools and techniques.
- Proficient in building and deploying conversational AI solutions.
- Solid understanding of machine learning concepts, NLP techniques, and model evaluation methods.
- Experience designing scalable architectures for conversational systems, including cloud-based deployments.
- Strong experience working with RESTful APIs, webhooks, and third-party integrations.
- Proficiency in Python or another relevant programming language for prototyping and understanding engineering implementations.
- Proven ability to bridge technical details and business priorities to develop impactful product strategies.
- Strong understanding of customer service workflows and systems (e.g., CRM platforms like Salesforce or Zendesk).
- Familiarity with ASR (Automatic Speech Recognition) and TTS (Text-to-Speech) systems for voice interfaces
Personal Attributes:
- Analytical mindset with a data-driven approach to problem-solving.
- Ability to communicate complex technical ideas to non-technical stakeholders.
- Experience managing cross-functional teams in an agile environment.
Top Skills
What We Do
We are DAZN. We are innovators, game-changers and pioneers. Together, we bring ambition to life.
We are the digital leader in global sports media. We are home to the world’s largest, fastest-growing sports streaming service. We're using world-class technology to revolutionise the industry.
As part of our team you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere.
For us, it's all about Limitless Ambition - never settling, always restless, always wanting more for our customers. We're growing fast and have made a big impact so far, and that's just the beginning. There's so much we can do. Working with us is exciting, empowering and truly global.
We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity. A place where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.
If you’d like to include a cover letter with your application, that’s fine. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience. Our aim is to make our hiring processes as accessible for everyone as possible. We will do our best to accommodate adjustments for interviews.
If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN.
We look forward to hearing from you!
