Emery Lewis

Product Owner Ii @Gas South

Atlanta, GA, US

Define and drive the strategic vision for AI Chatbot, IVR, and Agent Desktop, aligning initiatives with organizational OKRs to enhance self-service and improve containment rates.• Lead cross-functional collaboration with stakeholders to gather requirements, develop agile roadmaps, and maintain a prioritized product backlog of features, epics, and user stories.• Oversee the development and analysis of performance metrics and operational reports, ensuring data-driven decision-making for continuous improvement—key dashboards include DW Call Data Export, Clearview, and Containment Rate.• Manage IVR ecosystem, optimizing scripts, API integrations, and system logic across PROD, DEV, and Training environments to enhance customer experiences.• Direct incident response and outage management, providing executive leadership updates while coordinating with vendors to conduct root cause analysis and improve system resilience.• Spearheaded initiatives resulting in a 65% IVR containment rate, 40% chatbot containment rate, and a chatbot-driven monthly ROI of $15K through calculated deflections.