AI Product Manager – Business Intelligence Porto

Overview

At Talkdesk, we are courageous innovators focused on redefining the customer experience and delivering impact for companies globally. We foster an inclusive and diverse culture and contribute to our communities. Talkdesk is recognized as a cloud contact center leader by organizations such as Gartner and Forrester, with our growth supported by substantial funding and a strong market presence. We embrace FAST, our operating principles: Focus + Accountability + Speed = Talkdesker.

FAST guides how we work and how we deliver value to customers and partners worldwide.

Job Summary

• Are you driven by data and passionate about transforming contact center operations through AI, LLMs, and speech analytics? As our Product Manager for BI & Analytics at Talkdesk, you'll own the roadmap for reporting, data modeling, conversational insights, and service analytics. You'll partner with customers, data engineers, UX designers, and sales to build pipelines and visualization tools that turn raw contact center and speech data into strategic decision support.

Duties and Responsibilities

• Gather and analyze requirements: run workshops, user interviews, and transcript deep dives to uncover reporting gaps, analytics use cases, and LLM-powered insights.
• Own the analytics lifecycle: translate needs into data models, ETL processes, metrics definitions, wireframes, and user stories for both structured and unstructured data.
• Collaborate across teams: work with data engineering on ingestion and transformation (including text pipelines), with ML engineers on LLM integration, with UX on dashboard usability, and with product marketing on AI value messaging.
• Prioritize the roadmap: balance quick wins (new analytics filters or LLM-generated summaries) with
  - term investments (predictive analytics, anomaly detection, conversational AI).
• Validate solutions: define acceptance criteria, run beta programs, gather feedback, and iterate until dashboards, analytics modules, and LLM outputs meet customer needs.
• Enable market success: train sales and customer success teams on new AI, LLM, and analytics features; author collateral, guides, and practice playbooks.
• Develop and maintain strong relationships with customers and monitor the market to gain a deep understanding of user needs and the competitive landscape.
• Monitor performance: track adoption, usage, data quality, model accuracy, and ROI metrics; use insights to inform enhancements and drive customer value.

Qualifications

• Bachelor's degree in Business Intelligence, Data Science, Analytics, Computer Science, or related field
• 2+ years as a product manager or BI lead, with
  - on experience building analytics platforms or reporting solutions
• Strong background in data modeling, ETL tools, SQL, and BI/visualization platforms (Tableau, Power BI, Looker)
• Proven knowledge of AI/ML concepts, LLM frameworks (e. g. , Open
  AI, Hugging Face), and analytics technologies (e. g. , text APIs, transcript analysis)
• Familiarity with cloud data warehouses and platforms (Snowflake, Redshift, Big
  Query) and API integrations
• Excellent analytical skills – able to translate complex data, voice transcripts, and LLM outputs into clear insights and product requirements
• Strong communication and stakeholder management: comfortable running customer workshops and presenting to senior leaders
• Agile mindset – thrives in a
  - paced, iterative environment and can pivot priorities based on data signals and customer feedback
• Detail-oriented, proactive, and able to collaborate across engineering, design, sales, and marketing teams

Work Environment and Physical Requirements

Primarily remote environment work, with extended periods of sitting or standing in a
- based setting. Limited lifting and equipment usage to standard related items (keyboards, mouse, etc. ).

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work alongside, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.