Product Manager

Milan Laser Hair Removal is one of the nation’s premier laser hair removal providers, with a growing network of clinics across the country. Our continued growth is driven by a commitment to delivering an exceptional client experience, investing in our people, and finding smarter, more innovative ways to support our clients and teams.

As we continue to scale, technology and innovation are playing an increasingly important role in how we operate. We’re investing in tools that make it easier for clients to connect with us, create more efficient experiences for our teams, and help us deliver the high level of service our clients expect from Milan. This role will be part of that evolution, supporting one of the company’s most strategic technology initiatives.

Milan is implementing a company-wide AI Omni platform to power Voice, SMS, and Chat interactions across our call center and broader client experience organization. This tool will directly shape how tens of thousands of client interactions are handled every month, making it one of the most strategically important technology initiatives in the company.

We are hiring a Product Manager, AI Omni Platform to serve as the product owner for this tool. This person will own the platform end-to-end — from build and configuration through testing, launch, and ongoing optimization — and will be the primary link between the technology, our call center operations, and the business outcomes we're driving toward. This is a hands-on, highly technical role paired with strong business acumen: someone equally comfortable in a testing environment, a data dashboard, and a room full of operations leaders.

• Serve as the dedicated product owner for the AI Omni (Voice, SMS, Chat) platform, owning the roadmap, prioritization, and lifecycle of the tool
• Act as the primary liaison between the AI Omni vendor(s), internal IT/engineering, and business stakeholders
• Define and maintain product requirements, configuration standards, and use-case documentation

• Lead configuration and build-out of Voice, SMS, and Chat workflows, call flows, intents, and automations within the platform
• Partner with the vendor's implementation team and Milan's IT/CIO organization on integrations (e.g., EMR, telephony, CRM, scheduling systems)
• Own technical setup of new use cases, scripts, and channel expansions as the platform scales across clinics

• Build and manage structured test environments and test plans for new releases, workflows, and integrations
• Conduct rigorous QA/UAT before any change reaches production, minimizing risk to the live client experience
• Establish a repeatable process for regression testing as the platform evolves

• Continuously monitor platform performance and identify opportunities to enhance call handling, containment, deflection, and overall client experience
• Own the enhancement backlog — evaluating requests from the business, prioritizing based on impact and effort, and driving them through to delivery
• Stay current on the vendor's product roadmap and evaluate new features for applicability to Milan's operations

• Build and maintain reporting/dashboards on key platform metrics (volume, containment, resolution, sentiment, escalation rates, SLA performance, etc.)
• Translate data outputs into clear, actionable recommendations for operations, marketing, and executive leadership - Serve as an internal consultant to the business — helping stakeholders understand what the data shows and what to do about it
• Present performance updates and strategic recommendations to leadership and cross-functional stakeholders on a regular cadence

• Partner closely with Operations, IT, Legal, and Marketing to ensure the platform aligns with brand standards, compliance requirements, and client experience goals
• Support change management and training efforts as new capabilities roll out to the call center and clinics
• Coordinate with any task forces or steering committees overseeing the AI Omni rollout

• 4+ years of experience in product management, business/systems analysis, or technical program management, ideally involving a contact center, CX, or CRM platform
• Demonstrated experience owning a software product or platform through its full lifecycle: requirements, build, test, launch, and iteration
• Strong technical aptitude — comfortable working directly in platform back-ends, configuring workflows/logic, and troubleshooting technical issues without needing to escalate every item to engineering
• Experience building and executing structured test plans/test environments (UAT, regression testing, QA processes)
• Strong data literacy — able to build reports/dashboards, analyze performance data, and translate findings into business recommendations
• Excellent communication skills, with the ability to consult and influence both technical teams and non-technical business leaders
• Strong project management skills; ability to manage multiple concurrent workstreams and vendor relationships

• Experience with AI-driven Voice, SMS, or Chat platforms (e.g., Bland AI, PolyAI, Sierra, or similar conversational AI/contact center platforms)
• Experience in a multi-location, high-volume call center or healthcare/retail services environment
• Familiarity with telephony/IVR systems, CRM platforms, and integration concepts (APIs, webhooks)
• Experience managing vendor relationships and SaaS implementations
• Background in process improvement, Six Sigma, or operational excellence methodologies

• The AI Omni platform is fully built, tested, and optimized to reliably support Voice, SMS, and Chat volume across Milan's clinic network
• New features and enhancements move through a clear, low-risk testing and release process
• Business stakeholders receive regular, data-backed insights that directly inform operational decisions
• The platform measurably improves client experience metrics (e.g., response time, containment, resolution, satisfaction) over time